A new website designed around your needs

Simpler pathways to help

Finding support shouldn’t be complicated. The new TIO website is designed to put the user at the centre of the experience. You’ll be able to navigate the information you need more easily through improved knowledge pathways and simpler language. You’ll also see more practical information about your options and what to do next with your complaint. 

Faster and more reliable access

Behind the scenes, we’re replacing the platform we use for the TIO website with a newer, lighter system designed to improve performance. What this means for you is pages should load faster and more reliably, particularly for people with slower internet connections. Faster access to information will make a real difference when you’re trying so resolve a phone and internet problem and need an answer quickly.

Accessibility built in from the start

Making sure help is accessible is a priority for the TIO across all the work we do, including the new TIO website. The new website better supports screen readers, keyboard navigation and other assistive technologies. We’re strengthening links to accessibility resources, including Auslan support. We’re also introducing tools that allow you to customise how you experience our website.

Designed to reduce frustration

We’ve heard that people often visit the TIO website when they’re already dealing with a stressful situation. The refreshed content on the new TIO website focuses on information that is short, scannable and clearer about what happens next.

We’ve made changes to remove barriers and help people get the assistance they need when they need it:

• Revised content to reduce complexity 
• Making sure we set your expectations about how things work at earlier points
• Making advice and support easier to find and quicker to action from the page you’re already looking at.