Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

TIO position statements

13 August 2014

We are pleased to release the following two new position statements after consulting with industry and consumer representatives. The new position statements will be effective from 2 September 2014.

The new position statements are:

  • Payments
  • Customer service and complaint handling

The position statements cover the following topics. Click on the titles of the position statements to read them in full.

Title of position statement Scope of position statement
Replaces existing position statements

This position statement includes our view on:

  • available payment methods
  • free methods of payment
  • timeliness of payments
  • verifying payments
  • when a payment is late
  • failed or disputed direct debits
  • cancelling direct debits. 
    • Credit cards: ISPs accepting payment by credit card only
    • Direct debit authorities
    • Missing payments
    • Payment methods
    • Unauthorised direct debits
    Customer service and complaint handling

    This position statement includes our view on:

  •  customer service enquiries
  •  when a customer service enquiry becomes a complaint
  •  ways to make a complaint
  • verifying payments
  • when a payment is late
  • charges for making a complaint
  • not penalising the consumer for making a complaint to the TIO.

    • Complaint-handling charges
    • Customer service

    These position statements are the third set to be released as part of the TIO's wider position statements review, which is scheduled to be completed by the end of 2014.

    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.

    Billing dispute and suspended service

    Case Study Small Business

    A small business had their internet services deactivated due to a misunderstanding on billing.

    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