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Deployment of Unauthorised Transfer procedure change

14 October 2014

We recently advised that we would be improving our handling of unauthorised transfer complaints. While we will continue to register these complaints against the Gaining Service Provider (GSP), we may also advise the Losing Service Provider (LSP) of the complaint. This is to promote the faster resolution of these complaints for the benefit of the consumer and the relevant service providers.                                                                

This change will take effect on 20 October 2014.

For more information, see our story in MNews on 16 September 2014 or contact the TIO's Industry Engagement team.

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

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