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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 TIO 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.

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

Next step?