The Fairness Commitment: A new chapter in complaint handling

Today, the TIO’s improved complaint handling procedures are live – signalling a new chapter for fairness and the way we handle complaints.

Read the updated Complaint Handling Procedures.

The updated procedures, effective from 1 July 2025, introduce streamlined stages of complaint handling and greater flexibility for people with special circumstances.

These improvements strengthen our decision-making and allow the TIO to quickly assess what is fair and reasonable depending on your situation. This may mean we decide to skip certain stages to quickly get you the support you need – critical when supporting people who may be experiencing vulnerability.

The changes to the way we handle complaints are the result of member and consumer feedback, and the outcomes of the 2022 Independent review of the TIO. This helped us map a modernised service and approach to complaint handling which better reflects the changing telco sector and needs of the consumers we serve.

Ombudsman Cynthia Gebert said the renewed Complaint Handling Procedures align with the principles of fairness and good industry practice that guide the TIO’s approach to dispute resolution and building trust in the sector.

“The new Complaint Handling Procedures make it clear what everybody can expect from us. We are committed to continue evolving to meet consumer’s expectations of what’s fair and reasonable.

“People’s ability to live, work and connect with their community is reliant on reliable phone and internet service. Our new approach makes sure we consider the impacts to people’s lives when those vital services are disrupted.

“We are really proud to now have an approach to complaint handling that better reflects community expectations and sets the TIO up for future.”

Find out more about TIO’s Fairness Commitment