I have declared the current COVID-19 pandemic is a disaster under the Business Continuity Plan, and from Thursday 26 March 2020, have increased the time to respond to standard (non-urgent) referrals from 10 to 15 days.
Amendment to our Complaint Handling Procedures
25 March 2020
Statement attributable to Ombudsman Judi Jones:
After consultation with the Board, I have amended clause 3.3 of the Complaint Handling Procedures to allow me to change the timeframes for complaint handling, when a disaster has been declared under the Telecommunication Industry Ombudsman’s Business Continuity Plan. I have declared the current COVID-19 pandemic is a disaster under the Business Continuity Plan, and from Thursday 26 March 2020, have increased the time to respond to standard (non-urgent) referrals from 10 to 15 days.
Our media statement provides more information on this and the additional support for urgent cases.
Questions?
For more information, email[email protected]
Stay up to date with the TIO
Sign up to our latest news, insights and tips to help you with your phone and internet problem
Related blogs
View all- BlogsRead more about When telco problems hit harder: insights from regional Australia
When telco problems hit harder: insights from regional Australia
13 Aug 2026
The TIO is calling for an overhaul of Australia’s telco regulatory framework after a new report found people in regional, rural and remote communities face ongoing connectivity challenges, limited service options and barriers to resolving phone and internet issues.
- BlogsRead more about A new website designed around your needs
A new website designed around your needs
16 July 2026
On 27 July 2026, we’re launching our new TIO website. The improvements make it quicker and easier for you to find information, get support and understand what to do when you need help fixing a phone or internet problem.