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Member Online Education

Member Online Education (MOE) is a series of free online resources that TIO members can access to learn about TIO processes and to get information about best practice complaint handling. 

Using the modules can help telcos understand how to handle TIO complaints from referral through to investigation and their obligations as a telecommunications service provider.

Modules available

1. Introduction to the TIO

This module has general information about the TIO that will be helpful for new providers and complaint handling staff at existing providers.

Screenshot from MOE module 1

2. TIO complaint handling procedures

This module details how to handle a TIO complaint from referral to conciliation and investigation.

Screenshot from MOE module 2

3. Best practice complaint handling

This module provides you with some practices and strategies to help you deal with complaints effectively.

Screenshot from MOE module 3

How to access the modules

MOE is accessible only to TIO members who have registered. 

To register, please email the Stakeholder Engagement team or call on 03 8680 8424.

Questions?

You can find more information in the Frequently Asked Questions section. You can also read more in the MOE factsheet for members.

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
  • WritePO Box 276
    Collins Street West Vic 8007
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614