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Member News

We update our members regularly about changes to our process, billing and government regulations with our Member News e-newsletter and website blog posts.

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New first contact referral process as of 1 October 2013

25 Sep 2013

As advised earlier this month, the TIO will implement a new First Contact Referral Process from 1 October 2013. This new process replaces the current Attempted First Contact Process and First Resort Process.

Publishing comparative complaints data

25 Sep 2013

The TIO is seeking stakeholder comments on a TIO proposal to publish its complaints data in ways that provide greater context and are more useful to stakeholders, including service providers, consumers and regulators.

New International Mobile Roaming Standard

25 Sep 2013

The ACMA issued a new International Mobile Roaming (IMR) Standard on 27 June 2013.

New first contact referral process

03 Sep 2013

From 1 October 2013, the TIO will refer consumers who have not yet contacted you about their complaint to your nominated TIO complaint referral point.

Case study - working with Industry Improvement

03 Sep 2013

Industry Improvement is an area of the TIO that works with service providers to help them resolve issues and achieve best practice. Specifically, Industry Improvement looks at issues that affect a number or class of consumers, as opposed to individual matters. Industry Improvement achieves this through systemic interventions and other activities.

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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