Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

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 TIO using our online form.

If you are unclear about the reclassification process please contact Stakeholder Engagement team via email or phone 03 8680 8449.

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?