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TIO position statements

01 July 2014

We are pleased to release the following three new position statements after consulting with industry and consumer representatives. The new position statements are:

  1. Transfer of services
  2. Life threatening and unwelcome communications, and
  3. Silent lines.

They are the second set to be released as part of the TIO's wider position statements review, which will be completed by the end of 2014.

The new position statements – which are effective from 1 July 2014 – cover the following topics:

Title of position statementScope of position statementReplaces existing position statement
Transfer of servicesThis position statement covers rules about transfer delays, unauthorised transfers and reversal of transfers.
  • Telephone transfer delays
  • Debt severance following transfer of service
  • Liability for charges following unauthorised transfer
  • Refusal by a provider to release service due to outstanding debt
  • Reversal of unauthorised transfers
  • Transferring ADSL services between providers under the Rapid Transfer Process
Life threatening and unwelcome communicationsThis position statement covers rules about life threatening and unwelcome communications that may be received by a consumer.
  • Unwelcome and life threatening calls
Silent linesThis position statement covers rules about standard telephone services with a silent or unlisted number.
  • Disclosure of silent numbers

As part of the position statements review, we are removing (and not replacing) the following position statements:

  1. Complaints not by end-user
  2. Domain name allocation
  3. Gigabyte definition
  4. Mobile radios
  5. Payphones
  6. Pay TV
  7. Phonecards
  8. Subject of complaint not an eligible carriage service provider, and
  9. Yellow Pages

TIO position statements provide broad guidance on the law, good industry practice, and what the TIO may consider to be fair and reasonable in general circumstances. TIO position statements are not a full statement of the law or good industry practice. The TIO considers each matter brought to it on its own particular merits.

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