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Change to Complaint Handling Procedure – Reclassification Requests

22 May 2012

The TIO recently posted updated Complaint Handling Procedures concerning its handling of Members’ requests for reclassification of complaints.  The procedure can be found at: Reclassification Requests - TIO. The key changes are:

  • the request and the reasons for the request need to be made in writing, by letter or email. We will try to respond to you with our decision within 2 business days. In some cases, for example, when the matter is complex, we may advise you that we need more time, for example when we need to seek more information before we can reach a decision.

  • If you are dissatisfied with our decision, you may submit the matter for review and an independent team of senior TIO Officers will reconsider the matter and the classification.

We ask that you familiarise yourself with the procedure, and make sure that any credit management suspension that we have requested continues when a matter is open at conciliation or investigation. If you have any questions, please contact us at or 03 8680 8424.


Phone and Internet Bundle

case study image

A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

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