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A reminder about the TIO’s "unable to contact consumer" process

06 March 2014

If you are unable to contact a consumer within the Level 1 timeframe, the TIO’s process requires you to email to provide a summary of your efforts to contact the consumer. Please include the details of messages you have left the consumer, and details of who the consumer can contact at your company to discuss the complaint.  Please also include any other relevant information. If the consumer re-contacts the TIO, we will pass on this information to the consumer.

The TIO also requires you to send a letter to the consumer via post or email (to the consumer’s preferred email address) with details of how to contact you to discuss the complaint. A copy of this correspondence should also be sent to

This correspondence should also be sent within the Level 1 timeframe.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614