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Member Online Education

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

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

Modules available

1. Introduction to the Telecommunications Industry Ombudsman

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. Telecommunications Industry Ombudsman complaint handling procedures

This module details how to handle a Telecommunications Industry Ombudsman 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 Telecommunications Industry Ombudsman members who have registered. 

To register, please  contact Member Services via email or call 03 8680 8424.


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

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