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Reclassification requests

If you believe a complaint has been inappropriately escalated to a higher level or you believe a complaint has been lodged against an incorrect member you can address this concern through the reclassification request procedure.

Reclassification FAQs

Before making a reclassification request please read our FAQs

Submit a reclassification request  

The request must be submitted to the Telecommunications Industry Ombudsman using our online form.

If you are unclear about the reclassification process please contact the Member Services team via email or phone 8680 8424.

Next steps 

All reclassification requests will be assessed within specific timeframes outlined in the Complaint Handling Procedures.

Should your reclassification request be declined and you are unsatisfied with our explanation you may request an independent review.

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