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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.

To subscribe to MNews and receive the newsletter monthly, please email members@tio.com.au

New Member Portal Report – TIO Charge Per Complaint

04 Mar 2013

A new report is now available to members on the TIO’s member portal.

TIO closed on Christmas Day, Boxing Day and New Year’s Day

07 Dec 2012

The TIO will be closed on the following public holidays:

  • Christmas Day – Tuesday 25 December 2012
  • Boxing Day – Wednesday 26 December 2012
  • New Year’s Day – Tuesday 1 January 2013

TIO Keywords List

07 Dec 2012

The TIO records ‘issues’ to capture the different concerns that are presented by each new complaint. Issues are selected from a choice of keywords that are aligned to industry codes or common complaint categories that the TIO has identified. TIO keywords are made up of three tiers with the first tier categorising the general subject matter of the complaint and the second and third tiers identifying the precise nature of the complaint.

New TIO procedure to deal with non-compliance

07 Dec 2012

On 1 December, the TIO introduced a new complaint handling procedure to deal with providers that do not join or refuse to comply with the TIO Scheme.

Is your CSG waiver current? Does it comply with the CSG standard?

07 Dec 2012

It’s been more than a year since the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard) was amended.

Since the changes to the CSG Standard came into effect, the TIO has noticed that not all service providers have reviewed their policies and procedures and relevant documentation to ensure that waivers comply with Part Five of the CSG Standard.

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Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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