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Blogs
Trust, reform and the future of telecommunications: Building a framework that works for everyone
23 Sept 2026
TIO Ombudsman Cynthia Gebert discusses trust, telecommunications reform and industry leadership, arguing that future regulatory change should focus on consumer outcomes, accountability and public confidence.
Read more about Trust, reform and the future of telecommunications: Building a framework that works for everyone
Media Releases
Digital Duty of Care offers a rare chance to embed strong consumer protections from day one
22 Sept 2026
The TIO has welcomed the Government’s proposed Digital Duty of Care and Privacy Act reforms, calling for stronger consumer protections, clear complaint handling standards and independent external dispute resolution to help hold digital platforms accountable.
Read more about Digital Duty of Care offers a rare chance to embed strong consumer protections from day one
Media Releases
TIO welcomes Senate recommendations to strengthen Triple Zero
22 Sept 2026
The Telecommunications Industry Ombudsman welcomes Senate recommendations to strengthen Triple Zero reliability, improve outage reporting and modernise telecommunications laws.
Read more about TIO welcomes Senate recommendations to strengthen Triple Zero
Blogs
Better outcomes need better telco rules
17 Sept 2026
When phone and internet services fail, the impact can be immediate. People can be cut off from work, study, healthcare, support services and loved ones. As reliance on connectivity grows, so have expectations about reliability and getting help when things go wrong.
Read more about Better outcomes need better telco rules
Blogs
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.
Read more about When telco problems hit harder: insights from regional Australia
Media Releases
Regions left behind, TIO calls on Government to act on telco inequality
13 Aug 2026
The TIO is calling for reform of Australia’s telco regulatory framework after a new report found people in regional, rural and remote communities face ongoing connectivity challenges, limited options and barriers to resolving phone and internet issues.
Read more about Regions left behind, TIO calls on Government to act on telco inequality
Blogs
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.
Read more about A new website designed around your needs
Media Releases
Statement on compensation for people impacted by Telstra outage
14 July 2026
The Telecommunications Industry Ombudsman (TIO) is aware of the disruption caused by the recent Telstra outage and understands many consumers and small businesses may have been affected.
Read more about Statement on compensation for people impacted by Telstra outage
Media Releases
Statement regarding the national Telstra outage
8 July 2026
The Telecommunications Industry Ombudsman is aware of the Telstra outage affecting customers across Australia.
Read more about Statement regarding the national Telstra outage
Blogs
Information for consumers regarding the national Telstra outage
8 July 2026
We are aware of the Telstra outage affecting customers across Australia. Here’s some guidance on how we can help.
Read more about Information for consumers regarding the national Telstra outage
Blogs
When things go wrong online, Australians want someone to turn to
23 June 2026
When something goes wrong with a digital service, most people expect it can be fixed quickly. Instead, many Australians end up stuck in confusing systems, dealing with chatbots and automated responses, with no real help available.
Read more about When things go wrong online, Australians want someone to turn to
Media Releases
Most Australians ‘stuck, stressed or silent’ as online complaints pile up
22 June 2026
A new report, Someone to Turn To, from the Consumer Policy Research Centre (CPRC), commissioned by the Telecommunications Industry Ombudsman (TIO), reveals four in five Australians have experienced at least one problem with digital services in the past year.
Read more about Most Australians ‘stuck, stressed or silent’ as online complaints pile up
Media Releases
Money and mobile service problems escalate in Quarter 3
11 June 2026
The Telecommunications Industry Ombudsman (TIO) received 14,002 complaints between January and March 2026, a similar volume to the previous quarter.
Read more about Money and mobile service problems escalate in Quarter 3
Blogs
More complaints about mobile and money - here's how we can help
11 June 2026
For many people, the impact of a telco problem doesn’t stop at losing access to phone or internet – it can quickly turn into lost money, create stress and disrupt everyday life.
Read more about More complaints about mobile and money - here's how we can help
Blogs
Digital platform enquiries climb as people struggle to get help
11 June 2026
More people are reaching out to the TIO about digital platform problems, with our latest complaints report showing a 56% increase in enquiries.
Read more about Digital platform enquiries climb as people struggle to get help
Blogs
How to avoid phone and internet problems costing you money
11 June 2026
When your phone or internet stops working, it can lead to costs from missing work, cancelling appointments or paying for a temporary service to stay connected.
Read more about How to avoid phone and internet problems costing you money
Blogs
From debate to delivery: Rebuilding trust in the telco sector
1 June 2026
Ombudsman Cynthia Gebert spoke at Comms Day's 2026 summit in a special session on Restoring Telecom Reputation.
Read more about From debate to delivery: Rebuilding trust in the telco sector
Blogs
Connectivity and cancellation insights from our Consumer Panel
18 May 2026
Our Consumer Panel insights come from representatives at organisations right across Australia. These insights help us understand the challenges consumers face, and how we can best support fair outcomes.
Read more about Connectivity and cancellation insights from our Consumer Panel
Blogs
Your business texts could soon appear as ‘unverified’ - here’s what you need to know
18 May 2026
If your business sends text messages to customers to confirm bookings and deliveries, or send reminders or security codes, you may soon notice a change.
Read more about Your business texts could soon appear as ‘unverified’ - here’s what you need to know
Blogs
Helping people when services fail
18 May 2026
Phone, internet and digital platforms are part of everyday life, but when something goes wrong, getting help isn’t always straightforward.
Read more about Helping people when services fail
Blogs
Leading operations with purpose – Meet new TIO Executive, Carmen Basilicata
15 Apr 2026
The Telecommunications Industry Ombudsman (TIO) is pleased to welcome Carmen Basilicata as our new Executive General Manager, Operations.
Read more about Leading operations with purpose – Meet new TIO Executive, Carmen Basilicata
Blogs
PreventX: TIO lessons learned and shared about family and domestic violence
15 Apr 2026
At PreventX 2026, the TIO shared insights and learned from experts working to prevent family, domestic and sexual violence. The event highlighted the vital role telecommunications services play in supporting victim survivors and the need for safe, responsive and flexible support.
Read more about PreventX: TIO lessons learned and shared about family and domestic violence
Blogs
New mobile coverage maps are coming – what does that mean for you?
15 Apr 2026
New rules will require telcos to publish standardised mobile coverage maps, making it easier to compare coverage and understand service levels across providers. The changes aim to help consumers make informed decisions when choosing, switching or using mobile services.
Read more about New mobile coverage maps are coming – what does that mean for you?
Media Releases
TIO welcomes ACMA decision to create stronger telco consumer protections
27 Mar 2026
The TIO welcomes ACMA’s decision to replace the Telecommunications Consumer Protections Code with an enforceable industry standard. The change aims to strengthen consumer protections, improve accountability across the telco sector and help prevent complaints before they arise.
Read more about TIO welcomes ACMA decision to create stronger telco consumer protections
Media Releases
TIO welcomes parliamentary recommendations to strengthen digital platform complaints pathways
25 Mar 2026
The TIO welcomes parliamentary recommendations to improve complaints pathways for digital platforms and online misinformation. The recommendations highlight the need for independent, accessible dispute resolution and stronger consumer protections when existing complaints processes fall short.
Read more about TIO welcomes parliamentary recommendations to strengthen digital platform complaints pathways
Blogs
How to fix your telco problems faster
10 Mar 2026
Having trouble with your phone or internet service? This guide outlines practical steps to help resolve telco issues faster, from working effectively with your provider to knowing when to seek help from the TIO if your complaint remains unresolved.
Read more about How to fix your telco problems faster
Blogs
Stopping unfair telco practices
10 Mar 2026
The TIO is supporting stronger protections against unfair telco practices that can leave consumers confused, out of pocket or trapped in unwanted services. The proposed reforms aim to improve transparency, fairness and accountability across the telecommunications sector.
Read more about Stopping unfair telco practices
Media Releases
Mobile and internet reliability complaints spike in Quarter 2
18 Feb 2026
The Telecommunications Industry Ombudsman (TIO) received 14,017 complaints between October and December 2025, an increase of 3.6% from the previous quarter.
Read more about Mobile and internet reliability complaints spike in Quarter 2
Blogs
Industry Board appointments strengthen TIO’s communication sector expertise
17 Feb 2026
The TIO has strengthened its Board with industry expertise through the appointment of Matt Healy and the reappointment of Maha Krishnapillai. The appointments support effective governance, stakeholder engagement and fair dispute resolution in an evolving communications sector.
Read more about Industry Board appointments strengthen TIO’s communication sector expertise
Blogs
Record high digital platform complaints in 2025 show consumers more frustrated than ever with big tech
17 Feb 2026
The latest TIO complaints report reveals more people are coming to the TIO for help after hitting dead ends with social media providers and other digital platforms when things go wrong online. Despit…
Read more about Record high digital platform complaints in 2025 show consumers more frustrated than ever with big tech
Media Releases
Regulator takes action after telco fails to uphold TIO decision
12 Feb 2026
The TIO welcomes ACMA action against a telco that failed to uphold a binding Ombudsman decision, highlighting the importance of fair outcomes for consumers.
Read more about Regulator takes action after telco fails to uphold TIO decision
Blogs
Pride in every step at Midsumma Pride March
6 Feb 2026
The TIO joined the Midsumma Pride March, celebrating LGBTQ+ inclusion, diversity and community while showing support for LGBTQ+ people, families and allies.
Read more about Pride in every step at Midsumma Pride March
Blogs
Some Apple devices are having issues connecting to Triple Zero
29 Jan 2026
We are aware of reports that some people may be having difficulty contacting Triple Zero (000) using older Apple devices, including iPhones.
Read more about Some Apple devices are having issues connecting to Triple Zero
Blogs
TIO calls for fairer cancellation practices for telco consumers
21 Jan 2026
TIO complaint insights show Australians are losing time and money, and experiencing emotional distress due to telcos’ poor cancellation practices.
Read more about TIO calls for fairer cancellation practices for telco consumers
Blogs
Help for people affected by bushfires
13 Jan 2026
The recent Victorian bushfires left many communities without phone and internet services. We offer dedicated help for people with phone and internet problems resulting from bushfires.
Read more about Help for people affected by bushfires
Blogs
Some older Samsung and Oppo mobiles may have issues connecting to Triple Zero
19 Dec 2025
Some older Samsung and Oppo A53s mobiles may not be able to call Triple Zero. If your phone is affected, your telco must contact you and disconnect your service within 28-35 days. Here’s what you nee…
Read more about Some older Samsung and Oppo mobiles may have issues connecting to Triple Zero
Media Releases
Tech giants driving rise in digital platform complaints
4 Dec 2025
A new report by Telecommunications Industry Ombudsman (TIO) reveals more than 1,500 people have come to the organisation since 2023 with complaints about social media and other digital platforms.
Read more about Tech giants driving rise in digital platform complaints
Media Releases
Telco complaints show rise in compensation claims
13 Nov 2025
The latest Complaints Data Report (FY26 Quarter 1) from the Telecommunications Industry Ombudsman (TIO) reveals more people made compensation claims.
Read more about Telco complaints show rise in compensation claims
Blogs
Empowering TIO communities - Book a TIO webinar
13 Nov 2025
If your team supports people directly who experience phone and internet problems, the TIO can help with a free webinar on issues your clients or community care about.
Read more about Empowering TIO communities - Book a TIO webinar
Blogs
Reappointment of TIO Board member Julie Hamblin
12 Nov 2025
The Telecommunications Industry Ombudsman (TIO) Board has reappointed Julie Hamblin as a member of its Board of Directors for a further three-year term.
Read more about Reappointment of TIO Board member Julie Hamblin
Blogs
Optus mobile outages in NSW, VIC and SA
5 Nov 2025
The TIO is aware of Optus outages that impacted mobile customers in parts of New South Wales, Victoria and South Australia on 5 November 2025.
Read more about Optus mobile outages in NSW, VIC and SA
Media Releases
ACMA decision opens door for fairer telco standards
24 Oct 2025
The Telecommunications Industry Ombudsman (TIO) welcomes the Australian Communications and Media Authority’s (ACMA’s) commitment to ensuring community safeguards for telco consumers are appropriate i…
Read more about ACMA decision opens door for fairer telco standards
Blogs
Dodo cyber incident
20 Oct 2025
We are aware of a cyber incident that has impacted Dodo customers across Australia on 17 October 2025. Dodo, iPrimus and Commander customers may have experienced restricted access to email services w…
Read more about Dodo cyber incident
Blogs
Getting Help with Billing Problems – What You Need to Know
15 Oct 2025
If you’ve ever looked at your phone or internet bill and thought ‘this doesn’t seem right,’ you’re not alone. Billing complaints are one of the most common types of complaints we look at. This articl…
Read more about Getting Help with Billing Problems – What You Need to Know
Media Releases
Annual report reveals telco complaints remained steady, but mobile problems and financial stress rising
15 Oct 2025
The TIO’s Annual Report 2024–25 found overall telco complaints remained relatively stable at 57,592, but complaints about mobile service reliability and financial hardship increased significantly. Mobile disruptions, poor coverage and unresolved complaints were key concerns for consumers.
Read more about Annual report reveals telco complaints remained steady, but mobile problems and financial stress rising
Media Releases
Social media lockouts expose gaps in consumer protections
30 Sept 2025
The TIO is calling for stronger consumer protections after social media account lockouts left consumers and small businesses without effective avenues for resolution. The TIO supports the creation of an independent digital platforms ombudsman to help resolve complaints and provide redress.
Read more about Social media lockouts expose gaps in consumer protections
Blogs
How we can help: Calls to Triple Zero not working
22 Sept 2025
If you can’t call Triple Zero, we can help you, but first, make sure you’re safe. If you are in an emergency, look for immediate help through neighbours, local emergency services or community support…
Read more about How we can help: Calls to Triple Zero not working
Media Releases
Statement on the tragic passing of three people resulting from the Optus Triple 0 failure
19 Sept 2025
The TIO expressed its deepest sympathies to the families of the three people who died after being unable to call Triple Zero during the Optus outage.
Read more about Statement on the tragic passing of three people resulting from the Optus Triple 0 failure
Media Releases
TIO welcomes important online safety measures
3 Sept 2025
The Telecommunications Industry Ombudsman (TIO) welcomes Minister Wells’ recent announcement on moves to improve online safety for Australians.
Read more about TIO welcomes important online safety measures
Blogs
Andrew Sheridan resigns from the TIO Board
25 Aug 2025
Mr Andrew Sheridan has today resigned from the TIO’s Board of Directors
Read more about Andrew Sheridan resigns from the TIO Board
Blogs
iiNet cyber incident
19 Aug 2025
We are aware of a cyber incident that has impacted iiNet customers across Australia. If you have been impacted, or you are unsure if you are impacted, here is where to find what to do, how we can hel…
Read more about iiNet cyber incident
Blogs
Struggling to pay your telco bill? How to ask for help and what to expect
7 Aug 2025
Finding it hard to manage your phone or internet bills? Your telco is required to help and there are rules in place to make sure you get the support you need.
Read more about Struggling to pay your telco bill? How to ask for help and what to expect
Media Releases
New report finds financial hardship support from telcos missing the mark
7 Aug 2025
A new TIO report found telcos are not consistently supporting customers experiencing financial hardship and, in some cases, are making financial stress worse. The report highlights barriers to assistance, inflexible payment arrangements and practices that can contribute to financial hardship.
Read more about New report finds financial hardship support from telcos missing the mark
Blogs
Network outages in NSW, QLD and WA
2 July 2025
The TIO is aware of outages impacting customers in New South Wales and Queensland due to weather events. Outages have also been reported at locations in Western Australia. Services impacted include m…
Read more about Network outages in NSW, QLD and WA
Blogs
The Fairness Commitment: A new chapter in complaint handling
1 July 2025
Today, the TIO’s improved complaint handling procedures are live – signalling a new chapter for fairness and the way we handle complaints.
Read more about The Fairness Commitment: A new chapter in complaint handling
Media Releases
TIO welcomes ACCC’s call for external dispute resolution for digital platforms
23 June 2025
The Telecommunications Industry Ombudsman (TIO) welcomes the Australian Competition and Consumer Commission’s (ACCC) call for an independent, external dispute resolution (EDR) scheme for digital plat…
Read more about TIO welcomes ACCC’s call for external dispute resolution for digital platforms
Blogs
Optus’ enforceable undertaking to the ACCC on unconscionable conduct
18 June 2025
The Australian Competition and Consumer Commission (ACCC) and Optus Mobile Pty Ltd (Optus) have agreed to a $100 million penalty, subject to court approval, for unconscionable conduct when selling te…
Read more about Optus’ enforceable undertaking to the ACCC on unconscionable conduct
Blogs
We are improving how we handle complaints
12 June 2025
From 1 July 2025, we are improving how we handle phone and internet complaints.
Read more about We are improving how we handle complaints
Media Releases
Ombudsman welcomes new domestic, family and sexual violence rules
11 June 2025
The Telecommunications Industry Ombudsman (TIO) welcomes new rules to better support and protect victim-survivors of domestic, family and sexual violence.
Read more about Ombudsman welcomes new domestic, family and sexual violence rules
Blogs
NSW floods and your phone and internet services
23 May 2025
Flooding in NSW could impact your phone and internet services. We’ve put together some information to support you if you are impacted.
Read more about NSW floods and your phone and internet services
Blogs
Financial hardship and mobile coverage on Consumer Panel’s radar
15 May 2025
Our Consumer Panel meets at least twice a year to discuss the unique issues affecting telco consumers and what we can do to help them.
Read more about Financial hardship and mobile coverage on Consumer Panel’s radar
Media Releases
Q3 data reveals upward trend in financial hardship issues and rising small business complaints
15 May 2025
The Telecommunications Industry Ombudsman (TIO) has released its FY25 Quarter 3 (Q3) complaints data, revealing a concerning upward trend in financial hardship complaints compared with the same perio…
Read more about Q3 data reveals upward trend in financial hardship issues and rising small business complaints
Media Releases
Ombudsman welcomes appointment of Anika Wells as Minister for Communications
12 May 2025
The Telecommunications Industry Ombudsman welcomes the appointment of Anika Wells as Minister for Communications.
Read more about Ombudsman welcomes appointment of Anika Wells as Minister for Communications
Blogs
Navigating financial hardship with your telco
30 Apr 2025
When you’re experiencing financial hardship and finding it challenging to keep on top of your phone and internet bills, extra support and flexibility from your telco provider is vital. Through our ex…
Read more about Navigating financial hardship with your telco
Blogs
What’s changing with our Complaint Handling Procedures
30 Apr 2025
From 1 July 2025, updated Complaint Handling Procedures will come into effect that enhance fairness in our complaint handling. The changes follow recommendations from the TIO 2022 Independent Review.
Read more about What’s changing with our Complaint Handling Procedures
Media Releases
Stronger telco obligations essential for victim-survivors of domestic, family and sexual violence
11 Apr 2025
The Telecommunications Industry Ombudsman (TIO) is calling for stronger telco obligations to ensure victim-survivors of domestic, family and sexual violence (DFSV) are treated fairly, safely and cons…
Read more about Stronger telco obligations essential for victim-survivors of domestic, family and sexual violence
Blogs
TIO welcomes Glen Noonan to the Board
19 Mar 2025
The TIO welcomes Glen Noonan to its Board of Directors and as the new Chair of the Board’s Audit, Finance, Risk and Compliance Committee.
Read more about TIO welcomes Glen Noonan to the Board
Media Releases
TIO submission calls for stronger community safeguards in TCP Code
12 Mar 2025
The Telecommunications Industry Ombudsman’s (TIO’s) submission to Stage 3 of Communications Alliance’s Telecommunications Consumer Protections Code (TCP Code) Review acknowledges improvements and cal…
Read more about TIO submission calls for stronger community safeguards in TCP Code
Blogs
Cyclone Alfred and your phone and internet services
7 Mar 2025
Cyclone Alfred could impact your phone and internet services. We’ve put together some information to support you if you are impacted.
Read more about Cyclone Alfred and your phone and internet services
Media Releases
Ombudsman welcomes action on the better delivery of mobile services
25 Feb 2025
The Telecommunications Industry Ombudsman (TIO) encourages legislators to keep working towards a fit-for-purpose universal obligation that supports all Australians having access to mobile as an essen…
Read more about Ombudsman welcomes action on the better delivery of mobile services
Media Releases
Telco complaints surge in Quarter 2
20 Feb 2025
Data released today by the Telecommunications Industry Ombudsman (TIO) reveals a surge in complaints between October and December 2024. Residential consumers and small businesses made 15,297 complain…
Read more about Telco complaints surge in Quarter 2
Blogs
How small businesses can prepare for outages and faults
17 Feb 2025
Recent outages are a good reminder for small businesses to prepare for unexpected phone and internet outages so you can continue to trade with minimal disruption.
Read more about How small businesses can prepare for outages and faults
Blogs
TPG internet outage
11 Feb 2025
The TIO is aware of the TPG outage at 5.15pm on Monday 10 February that may still be impacting some customers in NSW and ACT.
Read more about TPG internet outage
Media Releases
Ombudsman welcomes action to better protect telco consumers
21 Jan 2025
The Telecommunications Industry Ombudsman (TIO) welcomes the Government’s proposed reforms to the telco regulatory framework. These reforms will raise the bar for telco service delivery and better pr…
Read more about Ombudsman welcomes action to better protect telco consumers
Blogs
Actioning Accessibility – a dynamic discussion
11 Dec 2024
As part of the 2024 Members Meeting, Ombudsman Cynthia Gebert was pleased to host dynamic panel discussion interrogating the nature of vulnerability, titled “Actioning accessibility – bringing down t…
Read more about Actioning Accessibility – a dynamic discussion
Blogs
TIO Board reappointments
11 Dec 2024
The Telecommunications Industry Ombudsman Board had re-appointed Prof. the Hon. Michael Lavarch for a further three-year term as Chair, endorsing his leadership in a busy time for the telecommunicati…
Read more about TIO Board reappointments
Blogs
TIO office end-of-year closure
11 Dec 2024
The TIO office will be closed from close of business on the 24 December 2024, and re-opening on Thursday the 2 January 2025. During this time, consumers can still lodge complaints and check the statu…
Read more about TIO office end-of-year closure
Blogs
Proposed amendments to Terms of Reference 2024
11 Dec 2024
We are amending our Terms of Reference to clarify the TIO’s role in delivering a fair and accessible communications market for Australia.
Read more about Proposed amendments to Terms of Reference 2024
Media Releases
Mandatory SMS register a positive step to combat scams
3 Dec 2024
The Telecommunications Industry Ombudsman (TIO) has welcomed the Federal Government’s announcement about the implementation of a mandatory SMS Sender ID Register.
Read more about Mandatory SMS register a positive step to combat scams
Media Releases
Latest telco data reveals 30 percent of referred complaints remain unresolved
13 Nov 2024
Quarter 1 data released today by the Telecommunications Industry Ombudsman (TIO) has revealed that a third of complaints made by telco consumers to the TIO came back unresolved (from their telco) bet…
Read more about Latest telco data reveals 30 percent of referred complaints remain unresolved
Media Releases
TIO welcomes ACCC Federal Court proceedings against Optus for alleged unconscionable conduct
31 Oct 2024
The Telecommunications Industry Ombudsman (TIO) welcomes today’s announcement from the Australian Competition and Consumer Commission (ACCC) that they have commenced proceedings in the Federal Court …
Read more about TIO welcomes ACCC Federal Court proceedings against Optus for alleged unconscionable conduct
Blogs
3G network shutdown and mobiles that cannot connect to triple zero
25 Oct 2024
On 28 October 2024, Telstra and Optus shut down their 3G mobile networks.
Read more about 3G network shutdown and mobiles that cannot connect to triple zero
Media Releases
Peter Gartlan joins the Telecommunications Industry Ombudsman Board
21 Oct 2024
The Telecommunications Industry Ombudsman Limited (TIO) welcomes the new appointment of Peter Gartlan as a member of its Board of Directors. Peter's three-year term commenced on 17 September 2024.
Read more about Peter Gartlan joins the Telecommunications Industry Ombudsman Board
Media Releases
Stronger protections a positive step for telco consumers experiencing family violence
8 Oct 2024
The Telecommunications Industry Ombudsman (TIO) welcomes the Government’s Direction to the Australian Communications and Media Authority (ACMA) to strengthen protections for telecommunications custom…
Read more about Stronger protections a positive step for telco consumers experiencing family violence
Media Releases
Government’s scams solution driven by banks, confusing for consumers, weakens telco consumer safeguards
8 Oct 2024
The Telecommunications Industry Ombudsman today published its submission to the Scams Prevention Framework (SPF) draft legislation and Explanatory Materials.
Read more about Government’s scams solution driven by banks, confusing for consumers, weakens telco consumer safeguards
Blogs
TIO to launch enhanced and accessible complaint form
2 Oct 2024
The TIO’s online complaint form will be updated to simplify the process for consumers, and to capture additional data key to driving fair and reasonable outcomes. From October 10, our new form will b…
Read more about TIO to launch enhanced and accessible complaint form
Media Releases
Annual complaints data reveals telco consumers remain frustrated by stubborn challenges
2 Oct 2024
The Telecommunications Industry Ombudsman (TIO) received 56,718 complaints from the Australian community in the 2023-24 financial year. Residential consumers accounted for 88.3 per cent of these comp…
Read more about Annual complaints data reveals telco consumers remain frustrated by stubborn challenges
Media Releases
TIO welcomes Senate report into Optus outage
30 Sept 2024
The Telecommunications Industry Ombudsman (TIO) welcomes the Environment and Communications References Committee’s final report on the Optus Network Outage, released Friday 27 September 2024. Last ye…
Read more about TIO welcomes Senate report into Optus outage
Media Releases
Statement regarding Government's announcement about scam complaints
12 Sept 2024
The Telecommunications Industry Ombudsman is considering the implications for consumers regarding the Government's announcement about scam complaints falling within the scope of the Australian Financ…
Read more about Statement regarding Government's announcement about scam complaints
Media Releases
Ombudsman welcomes new rules for telco communications
27 Aug 2024
The Telecommunications Industry Ombudsman (TIO) has welcomed the announcement of new rules which will improve the way that telcos communicate with their customers.
Read more about Ombudsman welcomes new rules for telco communications
Media Releases
Telco problems significantly impacting regional, rural, and remote Australians
21 Aug 2024
Data collated by the Telecommunications Industry Ombudsman (TIO) has found that Australians living outside of metropolitan hubs are experiencing significant issues with their telcos.
Read more about Telco problems significantly impacting regional, rural, and remote Australians
Blogs
Scams, financial hardship and 3G shutdown on the agenda for TIO Consumer Panel meeting
14 Aug 2024
At the end of July we held our quarterly Consumer Panel meeting to discuss the unique issues affecting telco consumers and what we can do better to help them.
Read more about Scams, financial hardship and 3G shutdown on the agenda for TIO Consumer Panel meeting
Blogs
DM is the new text message, yet there’s nowhere to go with our social media complaints
25 July 2024
The 21st century has seen rapid changes in communications. Social media has moved from the advent to the norm, becoming increasingly important for social and business connection. Yet despite our reli…
Read more about DM is the new text message, yet there’s nowhere to go with our social media complaints
Media Releases
Sobering new research from Ombudsman and CPRC reveals telco customers are doing it tough
25 July 2024
New research commissioned by the Telecommunications Industry Ombudsman (TIO) shows more than 75 percent of Australians have experienced some form of vulnerability in the last 12 months.
Read more about Sobering new research from Ombudsman and CPRC reveals telco customers are doing it tough
Blogs
Improvements to TIO Reporting
26 June 2024
From 1 July 2024 we will be making improvements to the way we capture and report our complaints data. We are introducing a data capture method based on Primary Keywords, and decommissioning the Multi…
Read more about Improvements to TIO Reporting
Media Releases
Sumo data breach
16 May 2024
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or intern…
Read more about Sumo data breach
Blogs
TIO pushes for mandatory scams SMS ID Registry
3 May 2024
Telecommunications Industry Ombudsman has made a submission to the Department of Infrastructure, Transport, Regional Development, Communications and the Arts, supporting the introduction of a mandato…
Read more about TIO pushes for mandatory scams SMS ID Registry
Blogs
Ombudsman calls for vulnerability re-think
3 May 2024
Speaking at a Financial Counselling Victoria Summit in March, TIO Ombudsman Cynthia Gebert said that it’s timely that the telecommunications industry considers the changing nature of hardship and vul…
Read more about Ombudsman calls for vulnerability re-think
Media Releases
Core issues continue to frustrate telco consumers
2 May 2024
The Telecommunications Industry Ombudsman (TIO) has today released its quarterly data on complaints received between January and March 2024. The TIO received a total of 15,799 complaints in this peri…
Read more about Core issues continue to frustrate telco consumers
Media Releases
Review into Optus Outage sets out pathway for increased trust and confidence during times of crisis
30 Apr 2024
The Telecommunications Industry Ombudsman (TIO) welcomes the Australian Government’s response to the “Review into the Optus outage of 8 November 2023 Final Report”, published 30 April 2024.
Read more about Review into Optus Outage sets out pathway for increased trust and confidence during times of crisis
Media Releases
Statement on ACMA remedial direction issued to Urban Telecom
20 Mar 2024
The Telecommunications Industry Ombudsman (TIO) welcomes the remedial direction issued by the Australian Communications and Media Authority (ACMA) to provider Teleforce Pty Ltd trading as Urban Telec…
Read more about Statement on ACMA remedial direction issued to Urban Telecom
Blogs
TIO supports proposed Framework for combating scams
18 Mar 2024
In 2023, Australians lost over $470 million to scammers, with over 300,000 scams reported to the ACCC Scamwatch. It’s never been more important to ensure that Australian consumers are protected from …
Read more about TIO supports proposed Framework for combating scams
Blogs
New rules to assist consumers experiencing financial hardship
18 Mar 2024
From 29 March 2024, new rules will assist consumers experiencing financial hardship to remain connected to essential phone and internet services.
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Media Releases
Thu-Trang Tran joins the Telecommunications Industry Ombudsman Board
4 Mar 2024
The Telecommunications Industry Ombudsman Limited (TIO) welcomes the new appointment of Thu-Trang Tran as a member of its Board of Directors. Thu-Trang's three-year term commenced on 26 February 2024.
Read more about Thu-Trang Tran joins the Telecommunications Industry Ombudsman Board
Media Releases
Statement on Tangerine Telecom data breach
22 Feb 2024
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or intern…
Read more about Statement on Tangerine Telecom data breach
Media Releases
Phone and internet complaints increase following outage, but year-on-year decline continues
8 Feb 2024
The latest data from the Telecommunications Industry Ombudsman (TIO) reveals that consumers and small businesses made 14,671 complaints between October and December 2023, an increase of 13.4 percent …
Read more about Phone and internet complaints increase following outage, but year-on-year decline continues
Blogs
A message from the Ombudsman
15 Dec 2023
This December marks 30 years of the Telecommunications Industry Ombudsman. As a sector we have made truly extraordinary leaps and bounds over many years, and this year has been no exception.
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Media Releases
Latest quarterly data reveals telco complaints continue decline, problems with Internet fault testing emerge
15 Nov 2023
Latest data from the Telecommunications Industry Ombudsman (TIO) reveals consumers and small businesses made 12,960 complaints between July and September 2023, a decrease of 10.6 percent against the …
Read more about Latest quarterly data reveals telco complaints continue decline, problems with Internet fault testing emerge
Media Releases
Support for consumers and small businesses impacted by Optus network outage
10 Nov 2023
On Wednesday 8 November 2023 there was an outage on the Optus network. This impacted the mobile network, nbn and fixed line network, and customers roaming overseas. Some service providers that use th…
Read more about Support for consumers and small businesses impacted by Optus network outage
Media Releases
Optus phone and internet network outage
8 Nov 2023
The Telecommunications Industry Ombudsman is aware of the Optus national network outage across Australia.
Read more about Optus phone and internet network outage
Media Releases
Mobile problems, Optus data breach top issues for phone and internet consumers
11 Oct 2023
Complaints from phone and internet consumers decreased 16.5 per cent in the last financial year ending 30 June 2023. In this period, consumers and small business made 66,388 complaints to the Telecom…
Read more about Mobile problems, Optus data breach top issues for phone and internet consumers
Blogs
Rebalancing regulation in an era of distrust
21 Sept 2023
Ombudsman Cynthia Gebert presented to the Telecommunications Society on the state of telco regulation and code development. She also reviewed the current level of complaints and canvassed reasons for…
Read more about Rebalancing regulation in an era of distrust
Blogs
Improvements to TIO technology and reporting
19 Sept 2023
Between October 2023 and July 2024, the TIO will be rolling out a suite of technology changes designed to improve complaint handling.
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Blogs
You are invited: Telecommunications Industry Ombudsman and Developing Consumer Regulation
1 Sept 2023
The Telecommunications Society (TelSoc) has pleasure in announcing its next online lunchtime event on Thursday, 21 September 2023, from 12.30 pm to 2.00pm.
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Media Releases
Statement regarding the cancellation of email services
18 Aug 2023
The Telecommunications Industry Ombudsman has recently received complaints from consumers about notifications advising their telco will no longer be offering an email hosting service. The TIO may be …
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Blogs
Providing a service with ‘extra care’
18 Aug 2023
In response to recommendations made by the TIO’s Independent Review last year, the TIO have introduced a new ‘Hardship and Extra Care’ queue to improve the complaint handling process for consumers wh…
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Blogs
Better consumer protection rules are needed for telco consumers suffering from family violence
27 July 2023
By Cynthia Gebert, Ombudsman The National Plan to end gender-based violence has a clear call to action for businesses and the corporate sector to play a part in responding to family violence. The pla…
Read more about Better consumer protection rules are needed for telco consumers suffering from family violence
Blogs
TIO supports the Voice to Parliament
25 July 2023
On Tuesday 25 July 2023 the TIO Board announced TIO’s support for the Voice to Parliament. The TIO supports the Uluru Statement from the Heart and accepts its generous invitation to walk together wit…
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Blogs
Consumer Panel welcomes the TIO’s calls for better consumer protections
24 July 2023
In July 2023, the TIO’s Consumer Panel met virtually to discuss the issues facing phone and internet consumers. The telco sector has seen proposals for large-scale change to consumer protections in r…
Read more about Consumer Panel welcomes the TIO’s calls for better consumer protections
Blogs
Automation and innovation enhancing complaint resolution at the TIO
24 July 2023
On 1 July 2023, a new referral contact process was launched by the TIO’s Early Resolution Team. The new process sees an automated message sent to consumers via text or email at the end of the referra…
Read more about Automation and innovation enhancing complaint resolution at the TIO
Media Releases
TIO supports the move to directly regulate telcos
6 July 2023
The Telecommunications Industry Ombudsman (TIO) welcomes this morning’s announcement by Minister Rowland directing the Australian Communications and Media Authority (ACMA) to regulate consumer protec…
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Media Releases
TIO exercises powers to join multiple telcos to a complaint
28 June 2023
From 1 July 2023, the Telecommunications Industry Ombudsman will exercise the powers set out in its Terms of Reference to join multiple telco providers to a single complaint.
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Blogs
Our People Awards recognising those who go above and beyond
26 June 2023
Every year, the TIO celebrates outstanding employee and team contribution through Our People Awards.
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Media Releases
TIO report calls for new rules to better protect telco consumers
22 June 2023
The Telecommunications Industry Ombudsman (TIO) today released the report ‘A time for change – Three years of systemic investigations in review’, calling for improved consumer protections through str…
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Blogs
Submission to Communications Alliance’s 2024 TCP Code review
16 June 2023
On Tuesday 13 June 2023, the TIO made a submission to Communications Alliance’s consultation for its 2024 Review of the Telecommunications Consumer Protections (TCP) Code. The consultation has signif…
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Blogs
Lessons learned: Considerations for a Digital Platforms Ombudsman scheme
13 June 2023
Ombudsman Cynthia Gebert addressed the Communications Day Policy Forum on the considerations for a Digital Platforms Ombudsman Scheme and the lessons learned in the telco industry.
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Media Releases
Internet problems persist for telco consumers, TIO results steady against previous quarter
10 May 2023
The Telecommunications Industry Ombudsman’s (TIO) Quarter Three Complaints Report shows residential consumers and small businesses made 17,777 complaints about phone and internet services between Jan…
Read more about Internet problems persist for telco consumers, TIO results steady against previous quarter
Media Releases
Review reveals financial hardship complaints to the TIO remain steady
27 Apr 2023
The Telecommunications Industry Ombudsman (TIO) today released a thematic review on financial hardship complaints. The review shows between 1 April 2021 and 31 March 2023, the TIO received over 3,000…
Read more about Review reveals financial hardship complaints to the TIO remain steady
Blogs
Telco complaints and family violence - change won't happen while rules remain optional
4 Apr 2023
Ombudsman Cynthia Gebert addressed the April meeting of the 2023 Economic Abuse Reference Group. Ms Gebert spoke about the TIO’s approach to complaints involving family violence and reflected on the …
Read more about Telco complaints and family violence - change won't happen while rules remain optional
Media Releases
TIO makes the case to lead world-first Ombudsman service for digital platform complaints
29 Mar 2023
The Telecommunications Industry Ombudsman (TIO) made a submission to Treasury in late February 2023 to take on the role of the Digital Platforms Ombudsman. This submission was made in response to Tre…
Read more about TIO makes the case to lead world-first Ombudsman service for digital platform complaints
Media Releases
The time is right for a telco registration scheme
3 Mar 2023
The telecommunications Industry Ombudsman supports the Australian Communications Consumer Action Network’s (ACCAN) call for a registration scheme for retail phone and internet providers.
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Media Releases
Maha Krishnapillai joins the Telecommunications Industry Ombudsman Board
3 Mar 2023
The Telecommunications Industry Ombudsman (TIO) Limited welcomes the new appointment of Maha Krishnapillai as a member of its Board of Directors. His three-year term commenced from 26 February 2023.
Read more about Maha Krishnapillai joins the Telecommunications Industry Ombudsman Board
Media Releases
Increase in phone and internet complaints in quarter two shows impact of Optus data breach
8 Feb 2023
The Telecommunications Industry Ombudsman’s (TIO) Quarter Two Complaints Report shows a 9.9 per cent increase in the number of complaints received between October and December 2022. Residential consu…
Read more about Increase in phone and internet complaints in quarter two shows impact of Optus data breach
Blogs
Fairness and Satisfaction Surveys provide valuable feedback to help improve TIO services
3 Feb 2023
Providing a fair, independent, and accessible dispute resolution service is part of the TIO’s purpose. World-leading work has been underway at the TIO, with the Fairness Project Team creating a visio…
Read more about Fairness and Satisfaction Surveys provide valuable feedback to help improve TIO services
Blogs
New pre-conciliation automation initiative improves processing times by 90 per cent
3 Feb 2023
The Dispute Resolution Group at the TIO has been trialling a new pre-conciliation tool that helps process unresolved complaints and achieve faster outcomes.
Read more about New pre-conciliation automation initiative improves processing times by 90 per cent
Media Releases
Gerard Brody joins the Telecommunications Industry Ombudsman Board
17 Jan 2023
The Telecommunications Industry Ombudsman (TIO) Limited welcomes the new appointment of Gerard Brody as a member of its Board of Directors. His three-year term commenced from 16 December 2022.
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Blogs
A message from the Ombudsman
13 Dec 2022
Here we are at the end of my first seven months as Ombudsman – And what an exciting time those months have proved to be. It has been wonderful getting to know the hard working and dedicated teams tha…
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Media Releases
Phone and internet complaints decline this quarter, with emerging problems in privacy, misleading conduct, and termination fees
24 Nov 2022
The Telecommunications Industry Ombudsman’s (TIO) Quarter One Complaints Report shows between July and September 2022, residential consumers and small businesses made 16,310 complaints, a decrease of…
Read more about Phone and internet complaints decline this quarter, with emerging problems in privacy, misleading conduct, and termination fees
Blogs
Update: The TIO’s process for joining Providers to a complaint
21 Nov 2022
On 1 January 2022, the TIO’s new Terms of Reference went live – including our new ability to join providers to a complaint. Following careful consideration of feedback from stakeholders, the project …
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Media Releases
Reappointment of TIO Board member Julie Hamblin
14 Nov 2022
The Telecommunications Industry Ombudsman (TIO) is pleased to announce the reappointment of Julie Hamblin as a member of its Board of Directors.
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Blogs
TIO Internal Communications Team receives global recognition for the TIO Radio program
18 Oct 2022
In early October, our Internal Communications Team attended the International Association of Business Communicators (Victoria) Bronze Quill Awards ceremony. The Team was given an Award of Merit for t…
Read more about TIO Internal Communications Team receives global recognition for the TIO Radio program
Media Releases
Telecommunications Industry Ombudsman’s 2022 Independent Review findings released
12 Oct 2022
The Telecommunications Industry Ombudsman (TIO) welcomes the findings of the 2022 Independent Review into the scheme. The Review, conducted by Queen Margaret University in Edinburgh, provides insight…
Read more about Telecommunications Industry Ombudsman’s 2022 Independent Review findings released
Media Releases
Statement on Optus data breach
28 Sept 2022
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or intern…
Read more about Statement on Optus data breach
Media Releases
TIO Annual report shows poor mobile coverage the most prominent issue for telco services
21 Sept 2022
In good news for consumers, complaints about phone and internet services decreased 33.4 per cent in the last financial year ending 30 June 2022. During this period, residential consumers and small bu…
Read more about TIO Annual report shows poor mobile coverage the most prominent issue for telco services
Media Releases
Investigating complaints about essential mobile services report released
20 July 2022
The Telecommunications Industry Ombudsman (TIO) today released a report highlighting the key drivers behind complaints about mobile services. The report is in response to a shift in complaint trends,…
Read more about Investigating complaints about essential mobile services report released
Blogs
You’re invited to a conversation with the TIO: Investigating complaints about essential mobile services
19 July 2022
The Telecommunications Industry Ombudsman invites you to a free online event, “A conversation with the TIO: Investigating complaints about essential mobile services” on Thursday 4 August at 11am (AES…
Read more about You’re invited to a conversation with the TIO: Investigating complaints about essential mobile services
Blogs
Affordability, mis-selling and financial hardship: key focusses of the TIO Consumer Panel
19 July 2022
On Wednesday 13 July, the TIO hosted its Consumer Panel, with representatives from consumer advocacy groups across Australia.
Read more about Affordability, mis-selling and financial hardship: key focusses of the TIO Consumer Panel
Blogs
The DR Blitz - New complaint handling concepts tested in Dispute Resolution
18 July 2022
The Telecommunications Industry Ombudsman is always looking for ways to improve complaint handling methods and procedures. Recently, a Targeted Resolution Team was established to test new dispute res…
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Media Releases
TIO Board Chair Professor the Hon. Michael Lavarch AO reappointed for a three-year term
14 July 2022
TIO Board Chair Professor the Hon. Michael Lavarch AO reappointed for a three-year term
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Media Releases
Statement on ACMA Federal Court action against Limni Enterprises Pty Ltd (formerly Red Telecom Pty Ltd)
12 July 2022
Statement on ACMA Federal Court action against Limni Enterprises Pty Ltd (formerly Red Telecom Pty Ltd)
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Blogs
Rewriting the rules: Strengthening telco safeguards for the new world
16 June 2022
Ombudsman Cynthia Gebert delivered a keynote address at the ACCC's 2022 National Consumer Congress. Ms Gebert spoke about the need for telecommunications to be recognised as an essential service, the…
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Media Releases
Phone and internet complaints increase in quarter 3
25 May 2022
The Telecommunications Industry Ombudsman’s Quarter Three Complaints Report shows phone and internet complaints increased for the first time in five quarters.
Read more about Phone and internet complaints increase in quarter 3
Blogs
How is the TIO tracking to becoming a recognised Reflect RAP organisation?
23 May 2022
The TIO began it’s official reconciliation Journey in 2020, and since has been progressing actions and items on the organisation’s Reconciliation Action Plan (RAP), with the goal of becoming official…
Read more about How is the TIO tracking to becoming a recognised Reflect RAP organisation?
Blogs
New Board member Dana Beiglari does not give up in the face of adversity
23 May 2022
Dana Beiglari, the TIO’s newest Board member, is no stranger to learning from failure.
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Blogs
New Ombudsman Cynthia Gebert is “passionate” about driving systemic change
23 May 2022
Cynthia Gebert joined the TIO at the beginning of May as the organisation’s new Ombudsman. She brings over ten years’ experience to the role as the Energy & Water Ombudsman of Victoria, and over the …
Read more about New Ombudsman Cynthia Gebert is “passionate” about driving systemic change
Blogs
Difficulties with your telco bill – what to do about it and how we can help
14 Apr 2022
Are you or someone you know struggling to pay a telco bill? Have you been overcharged for your telco services? Maybe you had a payment plan that you can no longer follow, and your telco has cut off y…
Read more about Difficulties with your telco bill – what to do about it and how we can help
Blogs
Meet Wendy Wang, the TIO’s New Assistant Ombudsman of Dispute Resolution
5 Apr 2022
The Telecommunications Industry Ombudsman is pleased to announce Wendy Wang has been appointed Assistant Ombudsman of Dispute Resolution.
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Blogs
Revised Land Access Guidelines
30 Mar 2022
The Ombudsman has revised the Guidelines on Land Access Jurisdiction. The Guidelines are intended to assist carriers, and landowners and occupiers, to better understand the land access process, as we…
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Blogs
Faulty services – what to do about it and how we can help
30 Mar 2022
Each year the Telecommunications Industry Ombudsman (TIO) receives thousands of complaints about faulty services. In the last financial year, there were over 15,000 complaints about having no phone o…
Read more about Faulty services – what to do about it and how we can help
Blogs
Extended opening hours for TIO contact centre
30 Mar 2022
The TIO is proud to announce from 4 April 2022, our Early Resolution contact centre will be open from 8am to 8pm AEST.
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Blogs
2022 Independent Review of our Scheme has commenced
21 Mar 2022
The Independent Review is a legislative requirement of the TIO scheme and must be undertaken every five years. The review examines whether the TIO scheme complies with the Benchmarks for Industry Bas…
Read more about 2022 Independent Review of our Scheme has commenced
Blogs
New video call service for the Deaf and hard of hearing community
16 Mar 2022
On Tuesday 15 March, the TIO launched a two-week trial of its Auslan Video Remote Interpreting Service. This is a new service, which will allow people who are Deaf or hard of hearing to contact the T…
Read more about New video call service for the Deaf and hard of hearing community
Blogs
What does ‘fair’ really mean? “World-leading” work underway at the TIO
16 Mar 2022
Providing a fair, independent, and accessible dispute resolution service is part of the TIO’s purpose. But what does ‘fair’ really mean? And can it be objectively measured? These are questions the TI…
Read more about What does ‘fair’ really mean? “World-leading” work underway at the TIO
Blogs
Why is Equality, Diversity, Inclusion (EDI) and Wellbeing important?
16 Mar 2022
The TIO’s EDI and Wellbeing Lead Andrew Fitisemanu tells us it’s not about why, but why we must.
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Blogs
Patchy, unreliable service and connection problems – just some of the telco problems affecting regional and rural Victorians
16 Mar 2022
In late February, TIO’s Outreach Team headed to Gippsland to attend a series of events run by the National Recovery and Resilience Agency and Rotary Australia. The team travelled to Nowa Nowa, Buchan…
Read more about Patchy, unreliable service and connection problems – just some of the telco problems affecting regional and rural Victorians
Blogs
A final message from Ombudsman Judi Jones
15 Mar 2022
As my last month as Ombudsman comes to an end, I am excited to be returning home to family (including a new grandson) in New Zealand. I am also incredibly sad to be saying goodbye to my TIO colleague…
Read more about A final message from Ombudsman Judi Jones
Blogs
2020 Terms of Reference Modernisation
10 Mar 2022
2020 Terms of Reference Modernisation
Read more about 2020 Terms of Reference Modernisation
Media Releases
Dana Beiglari joins the Telecommunications Industry Ombudsman Board
23 Feb 2022
The Telecommunications Industry Ombudsman (TIO) Limited welcomes the new appointment of Dana Beiglari as a member of its Board of Directors. She will commence her term from 26 February 2022. Dana wil…
Read more about Dana Beiglari joins the Telecommunications Industry Ombudsman Board
Blogs
Extension of Ombudsman’s resignation date
23 Feb 2022
At the request of Michael Lavarch, Board Chair, and with the endorsement of the Board, Ombudsman Judi Jones has changed the effective date of her resignation from Thursday 31 March to Friday 29 April…
Read more about Extension of Ombudsman’s resignation date
Media Releases
Phone and internet complaints decline for fifth consecutive period
9 Feb 2022
The Telecommunications Industry Ombudsman’s Quarter Two Complaints Report shows phone and internet complaints declined for the fifth consecutive period.
Read more about Phone and internet complaints decline for fifth consecutive period
Media Releases
Statement on ACMA remedial direction issued to telco provider 1800 BizPhone
8 Feb 2022
Statement on ACMA remedial direction issued to telco provider 1800 BizPhone
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Media Releases
Cynthia Gebert appointed as new Telecommunications Industry Ombudsman
1 Feb 2022
Cynthia Gebert appointed as new Telecommunications Industry Ombudsman
Read more about Cynthia Gebert appointed as new Telecommunications Industry Ombudsman
Media Releases
Important information for customers of Epic Broadband
11 Jan 2022
Epic Infotech Pty Ltd (trading as Epic Broadband) was deregistered in ASIC on the 19 December 2021.
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Blogs
Message from the Ombudsman
15 Dec 2021
Here we are at the end of 2021, and what a year it’s been. Phone and internet complaints are down, which we think is a positive signal for consumers and telcos. And we have lived through another year…
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Media Releases
“Defending phone and internet accounts from fraudsters” report released
24 Nov 2021
The Telecommunications Industry Ombudsman (TIO) today released a report on systemic investigations into fraud enabled through phone and internet accounts.
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Blogs
New collaboration with Thriving Communities Partnership
23 Nov 2021
The Telecommunications Industry Ombudsman is delighted to announce a formal collaboration with Thriving Communities Partnership as an ambassador and partner. Thriving Communities Partnership is a not…
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Blogs
You’re invited to a conversation with the TIO: Defending phone and internet accounts from fraudsters
23 Nov 2021
The Telecommunications Industry Ombudsman invites you to a free online event, “A conversation with the TIO: Defending phone and internet accounts from fraudsters” on Thursday 16 December at 11am (AES…
Read more about You’re invited to a conversation with the TIO: Defending phone and internet accounts from fraudsters
Media Releases
Telco complaints to Ombudsman continue to decline
29 Oct 2021
The latest quarterly report from the Telecommunications Industry Ombudsman (TIO) shows complaints about phone and internet declined for the fourth consecutive period.
Read more about Telco complaints to Ombudsman continue to decline
Media Releases
Submission to the Regional Telecommunications Review 2021
20 Oct 2021
The Telecommunications Industry Ombudsman (TIO) today published its submission to the Department’s Regional Telecommunications Review 2021. The submission highlighted the concerns of telco consumers …
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Blogs
TIO appoints Regional Tech Hub as new Consumer Panel Member
18 Oct 2021
The TIO's Consumer Panel is pleased to announce its newest member, the Regional Tech Hub. The Regional Tech Hub fills the vacancy arising from the Country Women’s Association of Australia’s resignati…
Read more about TIO appoints Regional Tech Hub as new Consumer Panel Member
Media Releases
Ombudsman Judi Jones to depart TIO
6 Oct 2021
The Board of the Telecommunications Industry Ombudsman today announced Ombudsman Judi Jones has resigned and will be departing the organisation in March 2022. Her departure will see her return home t…
Read more about Ombudsman Judi Jones to depart TIO
Blogs
TIO closes for mental health days
29 Sept 2021
On Friday 1 October and Monday 4 October, the TIO is giving our employees two mental health days. This is to provide support for our people in dealing with the challenges from the prolonged Covid res…
Read more about TIO closes for mental health days
Media Releases
Third year of declining phone and internet complaints but problems persist for small businesses
22 Sept 2021
Complaints about phone and internet services decreased 6.1 per cent in the last financial year ending 30 June 2021. During this period, residential consumers and small businesses made 119,400 complai…
Read more about Third year of declining phone and internet complaints but problems persist for small businesses
Media Releases
Investigation finds more flexibility and empathy required by telcos when dealing with financial hardship
1 Sept 2021
The Telecommunications Industry Ombudsman’s latest systemic investigation reveals while most telcos have robust policies for dealing with financial hardship, the policies are not always applied consi…
Read more about Investigation finds more flexibility and empathy required by telcos when dealing with financial hardship
Blogs
The TIO opens remote office in Perth, WA
30 Aug 2021
If there’s one thing that the COVID-19 pandemic has taught organisations, it’s that employees can do their job remotely and do it well. As Teams calls and video chats with colleagues are now the norm…
Read more about The TIO opens remote office in Perth, WA
Blogs
75% of complaints resolved in a single conference call: Direct Conciliation project
30 Aug 2021
Tackling reduced wait times for escalated complaints and increasing accessibility to the TIO’s services has been a focus for the Dispute Resolution Team over the past few months. The TIO’s Direct Con…
Read more about 75% of complaints resolved in a single conference call: Direct Conciliation project
Blogs
You’re invited to a conversation with the TIO: Responding to consumers in financial hardship
30 Aug 2021
The Telecommunications Industry Ombudsman invites you to a free online event, “A conversation with the TIO: Responding to consumers in financial hardship” on Thursday 23 September at 11am (AEST) via …
Read more about You’re invited to a conversation with the TIO: Responding to consumers in financial hardship
Media Releases
Statement on the resignation of ACCAN CEO Teresa Corbin
17 Aug 2021
The Telecommunications Industry Ombudsman (TIO) would like to thank Teresa Corbin for her contribution to the scheme during her time as CEO of the Australian Communications Consumer Action Network (A…
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Blogs
Proud @ TIO promotes a safe and inclusive workplace
12 July 2021
The Telecommunications Industry Ombudsman kicked off pride month by celebrating the launch of the new employee reference group Proud @ TIO.
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Blogs
Reconciliation is more than just a word: The TIO's self-paced film festival on contemporary issues facing Aboriginal and Torres Strait Islander peoples
8 June 2021
National Reconciliation Week ended on 3 June. To celebrate this important week, the Telecommunications Industry Ombudsman offered employees the opportunity to join a 'self-paced' film festival, with …
Read more about Reconciliation is more than just a word: The TIO's self-paced film festival on contemporary issues facing Aboriginal and Torres Strait Islander peoples
Blogs
The TIO took to the Top End for Financial Counselling Australia’s annual conference
8 June 2021
At the end of May, TIO’s Outreach Team travelled to the Top End to attend Financial Counselling Australia’s (FCA) national conference in Darwin. The TIO hosted a stall, and two of our Assistant Ombud…
Read more about The TIO took to the Top End for Financial Counselling Australia’s annual conference
Media Releases
Phone and internet complaints remain steady, with seasonal comparisons showing decline
2 June 2021
Between January and March 2021, residential consumers and small businesses made 30,393 complaints about phone and internet services. This is a decrease of 0.3 per cent compared to the previous quarte…
Read more about Phone and internet complaints remain steady, with seasonal comparisons showing decline
Media Releases
Investigation finds poor sales practices, hidden costs and unclear information affecting telco consumers
17 May 2021
The Telecommunications Industry Ombudsman’s (TIO) latest systemic investigation report reveals the problems with telco sales practices that can lead to consumers signing up for products or services t…
Read more about Investigation finds poor sales practices, hidden costs and unclear information affecting telco consumers
Blogs
1500 kilometres, three towns, and one dog on the tuckerbox: Outreach Team takes TIO to regional NSW
17 May 2021
Last month, the Telecommunications Industry Ombudsman’s Outreach Team took the service on the road visiting senior citizens across regional NSW.
Read more about 1500 kilometres, three towns, and one dog on the tuckerbox: Outreach Team takes TIO to regional NSW
Blogs
Impacts of pandemic, complaint trends and ‘love scams’: Ombudsman talks to Vic financial counsellors
17 May 2021
In her first official speaking event since the pandemic in March 2020, Ombudsman Judi Jones spoke to Victorian Financial Counsellors about the about the trends in complaints over the pandemic period,…
Read more about Impacts of pandemic, complaint trends and ‘love scams’: Ombudsman talks to Vic financial counsellors
Blogs
Back on the road again: Sydney Royal Easter Show
20 Apr 2021
Wednesday 7 April was an exhilarating day for the Telecommunications Industry Ombudsman's Outreach Team - for the first time since March 2020, they were on the road again.
Read more about Back on the road again: Sydney Royal Easter Show
Blogs
The TIOs exciting new Project Echo is under way
20 Apr 2021
Work is underway at the TIO refreshing the core systems used for managing complaints.
Read more about The TIOs exciting new Project Echo is under way
Blogs
Collaboration the key to resolving telco complaints, says new Assistant Ombudsman
20 Apr 2021
Mary Russell is no stranger to resolving complaints. In her new role as the Assistant Ombudsman for Dispute Resolution at the TIO, she knows helping the consumer and the telco to work together is the…
Read more about Collaboration the key to resolving telco complaints, says new Assistant Ombudsman
Media Releases
Mira Bashi joins the Telecommunications Industry Ombudsman Board
31 Mar 2021
The Telecommunications Industry Ombudsman (TIO) Limited welcomes the new appointment of Mira Bashi as a member of its Board of Directors in February 2021. Mira Bashi will be joining as a Director wit…
Read more about Mira Bashi joins the Telecommunications Industry Ombudsman Board
Blogs
Work continues: recognising and responding to family violence inside and out
15 Mar 2021
When it comes to recognising and responding to family violence, there is always more to do. The TIO is on the same important journey as many organisations and the broader community in understanding t…
Read more about Work continues: recognising and responding to family violence inside and out
Blogs
TIO Consumer Panel scrutinises accessibility of telco services
15 Mar 2021
The Telecommunications Industry Ombudsman held its third Consumer Panel meeting on Wednesday 3 March 2021.
Read more about TIO Consumer Panel scrutinises accessibility of telco services
Media Releases
Small businesses experience growing share of phone and internet complaints
2 Feb 2021
Between October and December 2020, residential consumers and small businesses made 30,564 complaints about phone and internet services. This is a decrease of 11.2 per cent compared to the previous qu…
Read more about Small businesses experience growing share of phone and internet complaints
Blogs
We want to be better and we need your help
7 Jan 2021
The Telecommunications Industry Ombudsman (TIO) is undergoing a digital transformation led by human centred design (HCD) and we need your help to make our service better.
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Blogs
Virtual AGM approves changes to TIO constitution
16 Dec 2020
On Tuesday 15 December 2020 the Telecommunications Industry Ombudsman (TIO) Limited held its first virtual Annual General Meeting. A key agenda item was proposed amendments to the TIO's Constitution.…
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Media Releases
Investigation reveals challenges faced by telcos when meeting the needs of consumers impacted by family violence
9 Dec 2020
Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe are some of the challenges facing telcos when resolving phone and inte…
Read more about Investigation reveals challenges faced by telcos when meeting the needs of consumers impacted by family violence
Blogs
Resilience training creating better outcomes, inside and out
24 Nov 2020
This has been a tough year for everyone. Providing a great dispute resolution service isn’t just about looking after consumers and telcos, it’s also about looking after employees and their mental hea…
Read more about Resilience training creating better outcomes, inside and out
Blogs
TIO commits to the reconciliation journey
24 Nov 2020
On 11 November, the Telecommunications Industry Ombudsman (TIO) celebrated NADIDOC Week by launching its REFLECT Reconciliation Action Plan (RAP).
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Blogs
A commitment to gender equality in the workplace
24 Nov 2020
Gender equality in the workplace is an important aspect of the Telecommunications Industry Ombudsman’s three-year Equality Diversity and Inclusion strategy. For the fourth year in a row, the TIO is p…
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Media Releases
Telco call centres impacted by typhoon in the Philippines
12 Nov 2020
Some telcos have told us an extreme weather event has meant their contact centres located in the Philippines have had to close.
Read more about Telco call centres impacted by typhoon in the Philippines
Media Releases
Submission to Consumer Safeguards Review - Part C: Choice and fairness
30 Oct 2020
Commenting on the submission Ombudsman Judi Jones said: “Since 2018, the Telecommunications Industry Ombudsman (has welcomed the opportunities of the Consumer Safeguards Review to contribute to impro…
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Blogs
Our journey to becoming an Employer of Choice
28 Oct 2020
The Telecommunications Industry Ombudsman (TIO) is actively positioning itself to be an Employer of Choice. The organisation is looking at ways to improve equality, diversity and inclusion, and provi…
Read more about Our journey to becoming an Employer of Choice
Blogs
Uncontactable telcos, poor internet quality and financial hardship – some of the challenges raised at the latest TIO Consumer Panel meeting
28 Oct 2020
The TIO's Consumer Panel met (virtually) for the second time last week. The meeting provided a timely opportunity to reflect on the impact of COVID-19 on complaints, and share knowledge about issues …
Read more about Uncontactable telcos, poor internet quality and financial hardship – some of the challenges raised at the latest TIO Consumer Panel meeting
Media Releases
Third consecutive quarter of growth in overall complaints, Q1 small business complaints spike 28%
28 Oct 2020
Between July and September 2020, residential consumers and small businesses made 34,476 complaints about phone and internet services This is an increase of 3.4 percent on the previous quarter, and th…
Read more about Third consecutive quarter of growth in overall complaints, Q1 small business complaints spike 28%
Blogs
Important information for customers of Red Telecom
13 Oct 2020
On 1 October 2020, Red Telecom Pty Ltd sold most of its customer base to Vokal Pty Ltd (Vokal). Vokal is continuing to trade under the name Red Telecom. After the sale, Red Telecom Pty Ltd changed it…
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Media Releases
Resilience tested, phone and internet complaints decrease in year of challenges
30 Sept 2020
Complaints about phone and internet services decreased 4 per cent in the last financial year ending 30 June 2020. In this period, residential consumers and small businesses made 127,151 complaints to…
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Blogs
Making a phone or internet complaint? Are you speaking to your telco or a fee-charging service?
3 Sept 2020
Making a phone or internet complaint? Are you speaking to your telco or a fee-charging service?
Read more about Making a phone or internet complaint? Are you speaking to your telco or a fee-charging service?
Blogs
New warm transfer initiative making it easier for vulnerable consumers to seek help
26 Aug 2020
A new pilot program is aiming to make it easier for vulnerable consumers to complain to Ombudsman services. Launching this month is the “Partnership Transfer Project”, a joint initiative of the Telec…
Read more about New warm transfer initiative making it easier for vulnerable consumers to seek help
Blogs
Return to 10-day timeframe a positive sign for complaint handling
26 Aug 2020
From Thursday 1 October 2020, the Telecommunications Industry Ombudsman will return to a 10-day timeframe for telcos to respond to non-urgent complaints. This is a positive sign that supports the way…
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Media Releases
Report highlights pandemic’s impact on phone and internet consumers
29 July 2020
The first four months of the COVID-19 pandemic saw telco call centres affected by global lockdowns leading to consumers being unable to contact their provider to report their phone or internet compla…
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Media Releases
Ombudsman supports ACMA warnings to telcos who fail to join its scheme
24 July 2020
Ombudsman supports ACMA warnings to telcos who fail to join its scheme
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Media Releases
ACMA study into telco credit assessments shows positive results
30 June 2020
The latest credit assessments mystery shopping study by the Australian Communications and Media Authority (ACMA) shows telcos are making good progress in implementing strengthened consumer protection…
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Media Releases
Investigation finds telco problems costing small businesses unnecessary time and money
3 June 2020
Small businesses experiencing financial loss, signing up to unsuitable plans, breakdowns in communication when fixing faults, and lack of a suitable backup plan when phone and internet services are d…
Read more about Investigation finds telco problems costing small businesses unnecessary time and money
Media Releases
Q3 complaints increase in bushfire, flood season
20 May 2020
Residential consumers and small businesses made 32,441 complaints about phone and internet services to the Telecommunications Industry Ombudsman between January to March 2020. While the comparison ag…
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Blogs
New agreements in place with the ACMA and the ACCC
18 May 2020
This month, the Telecommunications Industry Ombudsman signed revised Memoranda of Understanding (MoUs) with the Australian Communications and Media Authority (ACMA) and the Australian Competition and…
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Media Releases
New agreement seeks to improve phone and internet services for consumers and industry
13 May 2020
The Australian Competition and Consumer Commission (ACCC) and the Telecommunications Industry Ombudsman (TIO) have signed a new Memorandum of Understanding (MoU), providing agreement on how the two p…
Read more about New agreement seeks to improve phone and internet services for consumers and industry
Media Releases
New agreement to deliver better outcomes for phone and internet consumers and providers
6 May 2020
A revised Memorandum of Understanding (MoU) between the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) sets out a refreshed approach to colla…
Read more about New agreement to deliver better outcomes for phone and internet consumers and providers
Media Releases
Statement about alternative commitments for TCP Code compliance
23 Apr 2020
The Telecommunications Industry Ombudsman notes today’s announcement about alternative commitments for Telecommunications Consumer Protections Code (TCP Code) compliance during the pandemic.
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Media Releases
NBN Co’s internet assistance package for community a welcome action
17 Apr 2020
NBN Co’s internet assistance package for community a welcome action
Read more about NBN Co’s internet assistance package for community a welcome action
Blogs
A sneak peak at our new organisational values
8 Apr 2020
In June this year, the Telecommunications Industry Ombudsman will announce its new FY2021-23 organisation strategy. Essential to the strategy is the organisation’s new values: ‘Together we D.R.E.A.M.…
Read more about A sneak peak at our new organisational values
Blogs
Consumer Panel convenes (virtually) against backdrop of COVID-19 crisis
8 Apr 2020
On 17 March 2020, the Telecommunications Industry Ombudsman hosted the first meeting of the newly formed Consumer Panel. The virtual meeting brought together consumer advocates from eleven consumer o…
Read more about Consumer Panel convenes (virtually) against backdrop of COVID-19 crisis
Media Releases
Help is available for telco consumers experiencing financial hardship
2 Apr 2020
The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s focus on financial hardship policies for phone and internet consumers, published today, Thursday…
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Media Releases
Prioritising complaints from vulnerable and at-risk residential consumers and small businesses
25 Mar 2020
As the cascade effects of the COVID-19 pandemic impact Australia’s phone and internet, the Telecommunications Industry Ombudsman is preparing for the expected increase in urgent complaints from vulne…
Read more about Prioritising complaints from vulnerable and at-risk residential consumers and small businesses
Blogs
Amendment to our Complaint Handling Procedures
25 Mar 2020
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 …
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Media Releases
Telecommunications Industry Ombudsman will continue receiving unresolved phone and internet complaints
19 Mar 2020
The Telecommunications Industry Ombudsman has activated its business continuity plan in response to the pandemic COVID-19, commonly known as Coronavirus. From today, Thursday 19 March 2020, all emplo…
Read more about Telecommunications Industry Ombudsman will continue receiving unresolved phone and internet complaints
Media Releases
New measures a positive step in the fight against mobile number fraud
28 Feb 2020
The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s (ACMA) new measures requiring mobile providers to implement stronger identity verification proce…
Read more about New measures a positive step in the fight against mobile number fraud
Media Releases
Phone and internet complaints continue to decline in second quarter of 2019
12 Feb 2020
Residential consumers and small businesses made 28,746 complaints to the Telecommunications Industry Ombudsman in the last quarter of 2019 (1 October to 31 December 2019). The Quarter 2 Complaints sn…
Read more about Phone and internet complaints continue to decline in second quarter of 2019
Blogs
Outreach: Yabun Festival 2020
11 Feb 2020
On 26 January 2020 the Telecommunications Industry Ombudsman (TIO) held a stall at Yabun, the largest one-day gathering and celebration of Aboriginal and Torres Strait Islander cultures in Australia.…
Read more about Outreach: Yabun Festival 2020
Blogs
“Fire, lightning and rain, surrounded by strangers” – a personal account from one of our own, and TIO support for bushfire affected communities
11 Feb 2020
“We didn’t see the sun for the whole five days we were there. You could see the glow of it, and it had this red tinge to it, but there were no blue skies. There was just so much smoke.” – Leigh Bradl…
Read more about “Fire, lightning and rain, surrounded by strangers” – a personal account from one of our own, and TIO support for bushfire affected communities
Media Releases
Statement on ACMA Federal Court action against Red Telecom Pty Ltd
28 Jan 2020
The Telecommunications Industry Ombudsman welcomes the initiation of Federal Court proceedings by the Australian Communications and Media Authority (ACMA) against Red Telecom Pty Ltd and its sole dir…
Read more about Statement on ACMA Federal Court action against Red Telecom Pty Ltd
Blogs
Information for bushfire affected consumers
9 Jan 2020
Our thoughts are with those affected by bushfires. To support you we have put together a fact sheet to help you access assistance you may need to reconnect to phone or internet services.
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Media Releases
Effective consumer safeguards important to ensure timely connection and repair
17 Dec 2019
The Telecommunications Industry Ombudsman acknowledges the release of the Government’s Consumer Safeguards Review Part B report, published today (Tuesday 17 December 2019), to guarantee minimum stand…
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Media Releases
Response to the Government's Implementation Roadmap for the Digital Platforms Inquiry
12 Dec 2019
The Telecommunications Industry Ombudsman is pleased to see the Government’s Response and Implementation Roadmap for the Digital Platforms Inquiry, published today (Thursday 12 December 2019) has acc…
Read more about Response to the Government's Implementation Roadmap for the Digital Platforms Inquiry
Media Releases
ACCC takes action on misleading telemarketing practices following Telecommunications Industry Ombudsman referral
10 Dec 2019
The Australian Competition and Consumer Commission (ACCC) has announced the commencement of proceedings in the Federal Court against Superfone for alleged false and misleading telemarketing represent…
Read more about ACCC takes action on misleading telemarketing practices following Telecommunications Industry Ombudsman referral
Blogs
Help with unresolved phone and internet issues available for bushfire affected consumers
21 Nov 2019
Consumers impacted by the recent bushfires can now receive dedicated assistance with their unresolved phone and internet issues. The Telecommunications Industry Ombudsman’s Natural Disasters help lin…
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Blogs
Constitution amended at Annual General Meeting
19 Nov 2019
Constitution amended at Annual General Meeting
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Media Releases
New regulations to fight mobile phone scams a positive step for consumers
17 Oct 2019
New regulations to fight mobile phone scams a positive step for consumers
Read more about New regulations to fight mobile phone scams a positive step for consumers
Media Releases
Phone and internet complaints down, technical and small business issues more complex
25 Sept 2019
Complaints about phone and internet services decreased 21.1 per cent in the last financial year (1 July 2018 to 30 June 2019).
Read more about Phone and internet complaints down, technical and small business issues more complex
Blogs
Ombudsman welcomes action by ACMA for breaches of consumers codes and standards
20 Sept 2019
The Telecommunications Industry Ombudsman welcomes the enforcement action by the Australian Communications and Media Authority (ACMA) to direct a telecommunication s provider to include information o…
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Media Releases
Ombudsman welcomes enforcement action against BVivid for misleading NBN telemarketing practices
10 Sept 2019
Ombudsman welcomes enforcement action against BVivid for misleading NBN telemarketing practices
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Blogs
Scammers who pretend they are calling from technical support
2 Sept 2019
The Telecommunications Industry Ombudsman receives many complaints each year from consumers who were targeted by scammers. Technical support scams are not new, but you should remain vigilant as scamm…
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Blogs
"Watchdog’s duties may double" - op-ed on the ACCC's digital platforms inquiry
30 July 2019
The final report of the ACCC’s digital platforms inquiry, which was released on Friday, shines a light on a modern-day consumer problem.
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Media Releases
Response to ACCC's Digital Platforms inquiry final report
26 July 2019
The Telecommunications Industry Ombudsman welcomes the ACCC’s Digital Inquiry report and the recommendation that the TIO take on the role of the digital platforms ombudsman.
Read more about Response to ACCC's Digital Platforms inquiry final report
Media Releases
Vodafone to refund customers over third party content charges
16 July 2019
The Australian Competition and Consumer Commission (ACCC) has announced Vodafone has agreed to offer refunds to customers who were charged for third party content they had not agreed to buy or had pu…
Read more about Vodafone to refund customers over third party content charges
Media Releases
The Hon. Michael Lavarch AO named new Chair of Telecommunications Industry Ombudsman Board
15 July 2019
The Telecommunications Industry Ombudsman (TIO) Limited is pleased to announce Professor the Hon. Michael Lavarch AO has been unanimously appointed Independent Chair, and has succeeded Patricia Faulk…
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Media Releases
Telstra customers impacted by yesterday’s EFTPOS outage
12 July 2019
Telstra customers impacted by the national EFTPOS outage yesterday (Thursday 11 July 2019) who have an issue they would like Telstra to address should contact Telstra in the first instance. If the ma…
Read more about Telstra customers impacted by yesterday’s EFTPOS outage
Media Releases
Dodo to offer refunds for misleading consumers about NBN speed plans
11 July 2019
The Australian Competition and Consumer Commission (ACCC) announced yesterday (Wednesday 10 July, 2019) Dodo has agreed to refund $360,000 to around 16,000 customers for claims that its entry-level N…
Read more about Dodo to offer refunds for misleading consumers about NBN speed plans
Media Releases
Statement on ACMA's "Telecommunications Complaints Handling" report released today
10 July 2019
Commenting on the ACMA’s report “Telecommunications Complaints Handling July to December 2018” released today (10 July, 2019), Ombudsman Judi Jones said “We are considering the data published in the …
Read more about Statement on ACMA's "Telecommunications Complaints Handling" report released today
Blogs
Robocall Scam about disconnection of your landline and internet service
12 June 2019
The Telecommunications Industry Ombudsman receives many complaints each year from consumers who have been targeted by scammers. The scams reported to us constantly evolve and change. They vary in sop…
Read more about Robocall Scam about disconnection of your landline and internet service
Media Releases
Helping you find a clear way forward - Telecommunications Industry Ombudsman launches new brand and website
12 June 2019
The Telecommunications Industry Ombudsman launched its new brand and website today (Wednesday 12 June, 2019), aligning the organisation’s image with its purpose – to provide a fair, independent and a…
Read more about Helping you find a clear way forward - Telecommunications Industry Ombudsman launches new brand and website
Blogs
Industry codes the TIO considers
31 May 2019
Industry codes the TIO considers
Read more about Industry codes the TIO considers
Media Releases
Ombudsman welcomes appointment of Paul Fletcher as Minister for Communications, Cybersafety and the Arts
28 May 2019
The Telecommunications Industry Ombudsman welcomes the appointment of Paul Fletcher as Minister for Communications, Cybersafety and the Arts.
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Blogs
Options Paper on Possible Amendments to Constitution of Telecommunications Industry Ombudsman Limited (TIO Limited)
20 May 2019
Options Paper on Possible Amendments to Constitution of Telecommunications Industry Ombudsman Limited (TIO Limited)
Read more about Options Paper on Possible Amendments to Constitution of Telecommunications Industry Ombudsman Limited (TIO Limited)
Media Releases
Statement on budget announcement
3 Apr 2019
The Telecommunications Industry Ombudsman welcomes the Government’s continuing commitment to telecommunications safeguards for consumers. Last night’s (Tuesday 2 April, 2019) budget measures propose …
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Media Releases
Telecommunications Industry Ombudsman announces new Small Business Team
22 Mar 2019
Telecommunications Industry Ombudsman announces new Small Business Team
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Media Releases
Ombudsman welcomes Government project to reduce scam calls
14 Mar 2019
Ombudsman welcomes Government project to reduce scam calls
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Media Releases
Investigation finds telco sales practices can drive consumer debt
27 Feb 2019
Investigation finds telco sales practices can drive consumer debt
Read more about Investigation finds telco sales practices can drive consumer debt
Media Releases
Thousands of dollars drained from bank accounts after fraudsters steal mobile numbers
6 Feb 2019
Consumers are reporting having their bank accounts drained by fraudsters and their email inboxes accessed in the latest scam involving theft of mobile numbers.
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Blogs
Industry codes of practice
31 Jan 2019
Industry codes of practice
Read more about Industry codes of practice
Blogs
Scam warning: If in doubt, don’t give your personal details out
24 Jan 2019
Scams work because victims provide their personal information to the scammer so a scammer can impersonate them. It is vitally important you are vigilant with your personal information, especially whe…
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Media Releases
Ombudsman services partner to assist drought-affected communities
29 Nov 2018
Ombudsman services partner to assist drought-affected communities
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Media Releases
Telecommunications Industry Ombudsman’s Response to Consumer Safeguards Review Part A: (Complaints handling and consumer redress) report
15 Nov 2018
Telecommunications Industry Ombudsman’s Response to Consumer Safeguards Review Part A: (Complaints handling and consumer redress) report
Read more about Telecommunications Industry Ombudsman’s Response to Consumer Safeguards Review Part A: (Complaints handling and consumer redress) report
Media Releases
Statement on commencement of ACMA's telco rules
21 Sept 2018
Statement on commencement of ACMA's telco rules
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Statement on ACMA’s Compliance and Enforcement Statement of Approach
22 Aug 2018
Statement on ACMA’s Compliance and Enforcement Statement of Approach
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Media Releases
Telecommunications Industry Ombudsman congratulates Stephen Rue on new role as NBN Co CEO
22 Aug 2018
Telecommunications Industry Ombudsman congratulates Stephen Rue on new role as NBN Co CEO
Read more about Telecommunications Industry Ombudsman congratulates Stephen Rue on new role as NBN Co CEO
Media Releases
Free and independent complaint handling key to addressing telco consumer dissatisfaction
15 Aug 2018
Free and independent complaint handling key to addressing telco consumer dissatisfaction
Read more about Free and independent complaint handling key to addressing telco consumer dissatisfaction
Media Releases
Telecommunications Industry Ombudsman response to Consumer Safeguards Review
5 July 2018
Telecommunications Industry Ombudsman response to Consumer Safeguards Review
Read more about Telecommunications Industry Ombudsman response to Consumer Safeguards Review
Media Releases
One in two Australians highlight an issue with their phone or internet service
4 July 2018
One in two Australians highlight an issue with their phone or internet service
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Media Releases
Telecommunications Industry Ombudsman welcomes Telecommunications Industry Standards
22 June 2018
Telecommunications Industry Ombudsman welcomes Telecommunications Industry Standards
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Media Releases
Statement from Telecommunications Industry Ombudsman regarding Optus Sport Subscription
20 June 2018
Statement from Telecommunications Industry Ombudsman regarding Optus Sport Subscription
Read more about Statement from Telecommunications Industry Ombudsman regarding Optus Sport Subscription
Media Releases
Record-keeping rules and complaint handling standards announced by the ACMA
8 June 2018
Record-keeping rules and complaint handling standards announced by the ACMA
Read more about Record-keeping rules and complaint handling standards announced by the ACMA
Media Releases
Dodo, iPrimus and Commander offer remedies to customers for slow NBN speeds
23 Mar 2018
Dodo, iPrimus and Commander offer remedies to customers for slow NBN speeds
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Media Releases
iiNet and Internode offer remedies to customers for slow NBN speeds
20 Mar 2018
iiNet and Internode offer remedies to customers for slow NBN speeds
Read more about iiNet and Internode offer remedies to customers for slow NBN speeds
Media Releases
ACMA's proposed new rules to better protect consumers migrating to the NBN
15 Mar 2018
ACMA's proposed new rules to better protect consumers migrating to the NBN
Read more about ACMA's proposed new rules to better protect consumers migrating to the NBN
Media Releases
Nearly 50 per cent of Queensland’s Community Legal Sector Workers Hear About Phone and Internet Issues Every Week
8 Mar 2018
Nearly 50 per cent of Queensland’s Community Legal Sector Workers Hear About Phone and Internet Issues Every Week
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Media Releases
Complex Range of Problems Causing Financial Difficulty in Western Australia
5 Mar 2018
Complex Range of Problems Causing Financial Difficulty in Western Australia
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Blogs
Beware of calls recommending switching telcos
1 Mar 2018
Beware of calls recommending switching telcos They are not endorsed by the Telecommunications Industry Ombudsman.
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Media Releases
Andrew Sheridan joins Telecommunications Industry Ombudsman Board
26 Feb 2018
Andrew Sheridan joins Telecommunications Industry Ombudsman Board
Read more about Andrew Sheridan joins Telecommunications Industry Ombudsman Board
Media Releases
Support for Residential Consumers and Small Businesses in NBN ready for service areas
15 Jan 2018
Support for Residential Consumers and Small Businesses in NBN ready for service areas
Read more about Support for Residential Consumers and Small Businesses in NBN ready for service areas
Blogs
ACCC undertakings relating to NBN speeds
22 Dec 2017
The Telecommunications Industry Ombudsman receives many complaints from consumers about the speed of internet services delivered over the National Broadband Network (NBN).
Read more about ACCC undertakings relating to NBN speeds
Media Releases
Response to the ACMA's new rules to better protect consumers migrating to the NBN
21 Dec 2017
Response to the ACMA's new rules to better protect consumers migrating to the NBN
Read more about Response to the ACMA's new rules to better protect consumers migrating to the NBN
Media Releases
TPG offer remedies to customers for slow NBN speeds
20 Dec 2017
TPG offer remedies to customers for slow NBN speeds
Read more about TPG offer remedies to customers for slow NBN speeds
Media Releases
Telecommunications Industry Ombudsman Independent Review released
15 Dec 2017
Telecommunications Industry Ombudsman Independent Review released
Read more about Telecommunications Industry Ombudsman Independent Review released
Media Releases
ACCC action against Optus for allegedly misleading customers about moving to the NBN
15 Dec 2017
ACCC action against Optus for allegedly misleading customers about moving to the NBN
Read more about ACCC action against Optus for allegedly misleading customers about moving to the NBN
Media Releases
Optus’s enforceable undertaking to the ACCC on NBN speeds
11 Dec 2017
Optus’s enforceable undertaking to the ACCC on NBN speeds
Read more about Optus’s enforceable undertaking to the ACCC on NBN speeds
Media Releases
Telstra’s enforceable undertaking to the ACCC on NBN speeds
9 Nov 2017
Telstra’s enforceable undertaking to the ACCC on NBN speeds
Read more about Telstra’s enforceable undertaking to the ACCC on NBN speeds
Media Releases
Changes to powers bring all parties into the complaint resolution process
27 Oct 2017
Changes to powers bring all parties into the complaint resolution process
Read more about Changes to powers bring all parties into the complaint resolution process
Media Releases
Complaints in Context Increase during April to June 2017
10 Aug 2017
Complaints in Context Increase during April to June 2017
Read more about Complaints in Context Increase during April to June 2017
Media Releases
Telecommunications Industry Ombudsman supports ‘walk away’ campaign
19 June 2017
Telecommunications Industry Ombudsman supports ‘walk away’ campaign
Read more about Telecommunications Industry Ombudsman supports ‘walk away’ campaign
Media Releases
Update on Complaints about Phone and Internet Services 1 July to 31 December 2016
11 May 2017
Update on Complaints about Phone and Internet Services 1 July to 31 December 2016
Read more about Update on Complaints about Phone and Internet Services 1 July to 31 December 2016
Media Releases
Telecommunications financial hardship guide updated
1 May 2017
Telecommunications financial hardship guide updated
Read more about Telecommunications financial hardship guide updated
Media Releases
Michael Lavarch and John Lindsay join Telecommunications Industry Ombudsman Board
22 Dec 2016
Michael Lavarch and John Lindsay join Telecommunications Industry Ombudsman Board
Read more about Michael Lavarch and John Lindsay join Telecommunications Industry Ombudsman Board
Media Releases
Internet and NBN complaints rise from Australian consumers as mobile complaints fall
17 Nov 2016
Internet and NBN complaints rise from Australian consumers as mobile complaints fall
Read more about Internet and NBN complaints rise from Australian consumers as mobile complaints fall
Media Releases
Quarterly figures increase, year-on-year results improve
28 Oct 2016
Quarterly figures increase, year-on-year results improve
Read more about Quarterly figures increase, year-on-year results improve
Media Releases
Contextualised complaints fall in July-September quarter amid mixed results for telcos
28 Oct 2016
Contextualised complaints fall in July-September quarter amid mixed results for telcos
Read more about Contextualised complaints fall in July-September quarter amid mixed results for telcos
Media Releases
Mobile coverage complaints to TIO drop to 3-year low
10 Oct 2016
Mobile coverage complaints to TIO drop to 3-year low
Read more about Mobile coverage complaints to TIO drop to 3-year low
Media Releases
Complaints increase in January-March but down overall
10 Oct 2016
Complaints increase in January-March but down overall
Read more about Complaints increase in January-March but down overall
Media Releases
Quarterly figures up while year on year improvement continues
22 Apr 2016
Quarterly figures up while year on year improvement continues
Read more about Quarterly figures up while year on year improvement continues
Media Releases
Lowest telco complaints in 9 years
9 Mar 2016
Lowest telco complaints in 9 years
Read more about Lowest telco complaints in 9 years
Media Releases
13 per cent drop in telco complaints in context
8 Feb 2016
13 per cent drop in telco complaints in context
Read more about 13 per cent drop in telco complaints in context
Media Releases
Geoff Nicholson joins TIO Board
21 Jan 2016
Geoff Nicholson joins TIO Board
Read more about Geoff Nicholson joins TIO Board
Media Releases
Telco complaints in context decrease 15 per cent
17 Dec 2015
Telco complaints in context decrease 15 per cent
Read more about Telco complaints in context decrease 15 per cent
Media Releases
Judi Jones appointed new Telecommunications Industry Ombudsman
16 Dec 2015
Judi Jones appointed new Telecommunications Industry Ombudsman
Read more about Judi Jones appointed new Telecommunications Industry Ombudsman
Media Releases
Slow data tops internet complaints
15 Dec 2015
Slow data tops internet complaints
Read more about Slow data tops internet complaints
Media Releases
TIO complaints in context lowest in 18 months
12 Nov 2015
TIO complaints in context lowest in 18 months
Read more about TIO complaints in context lowest in 18 months
Media Releases
Mobile complaints drop as new tools, rules take effect
9 Oct 2015
Mobile complaints drop as new tools, rules take effect
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Media Releases
TIO complaints in context increase over summer but reduce year-on-year
27 May 2015
TIO complaints in context increase over summer but reduce year-on-year
Read more about TIO complaints in context increase over summer but reduce year-on-year
Blogs
TIO launches toolkit to assist Indigenous consumers
19 May 2015
The kit consists of a flipchart, posters, and a brochure outlining how workers and community residents can contact the TIO if they cannot resolve a problem with their landline, mobile or Internet ser…
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Media Releases
TIO complaints down year-on-year, but landline and internet complaints increase
12 May 2015
TIO complaints down year-on-year, but landline and internet complaints increase
Read more about TIO complaints down year-on-year, but landline and internet complaints increase
Media Releases
Landline, internet and NBN-related complaints rise
7 May 2015
Landline, internet and NBN-related complaints rise
Read more about Landline, internet and NBN-related complaints rise
Media Releases
TIO reduces workforce
15 Apr 2015
TIO reduces workforce
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Media Releases
TIO complaints per provider decrease 4.5 per cent
30 Mar 2015
TIO complaints per provider decrease 4.5 per cent
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Media Releases
Telco complaints drop to 8-year low
17 Mar 2015
Telco complaints drop to 8-year low
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Media Releases
David Epstein and Gordon Renouf join TIO Board
12 Mar 2015
David Epstein and Gordon Renouf join TIO Board
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Media Releases
First-of-its-kind telco report gives consumers key new information
19 Dec 2014
First-of-its-kind telco report gives consumers key new information
Read more about First-of-its-kind telco report gives consumers key new information
Telco complaints drop to seven-year low
16 Dec 2014
Telco complaints drop to seven-year low
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Media Releases
TIO welcomes regulator action on telco non-compliance
10 Dec 2014
TIO welcomes regulator action on telco non-compliance
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Media Releases
TIO reports on NBN-related complaints
22 Oct 2014
TIO reports on NBN-related complaints
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Media Releases
TIO welcomes ACMA action on consumer code breach
22 Oct 2014
TIO welcomes ACMA action on consumer code breach
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Complaints to TIO continue to reduce
16 Sept 2014
Complaints to TIO continue to reduce
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Media Releases
Mobile coverage complaints drop as excess data charges rise
18 June 2014
Mobile coverage complaints drop as excess data charges rise
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Media Releases
New guide to dealing with financial hardship in telco industry
19 May 2014
New guide to dealing with financial hardship in telco industry
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Media Releases
Telco Ombudsman welcomes service continuity review
16 May 2014
Telco Ombudsman welcomes service continuity review
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Media Releases
Notice to consumers affected by iBoss, AsiaPac and One Telecom administration
6 May 2014
Notice to consumers affected by iBoss, AsiaPac and One Telecom administration
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Media Releases
TIO Ltd announces move to new single Board
26 Feb 2014
TIO Ltd announces move to new single Board
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Media Releases
Fewer mobile gripes contribute to 16% reduction in TIO complaints
17 Dec 2013
Fewer mobile gripes contribute to 16% reduction in TIO complaints
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Media Releases
Consumer complaints to Telco Ombudsman at a five-year low
23 Oct 2013
Consumer complaints to Telco Ombudsman at a five-year low
Read more about Consumer complaints to Telco Ombudsman at a five-year low
Media Releases
Natural disasters and extreme weather delay landline repairs and connections
5 June 2013
Natural disasters and extreme weather delay landline repairs and connections
Read more about Natural disasters and extreme weather delay landline repairs and connections
Media Releases
More consumers aware of Telecommunications Industry Ombudsman
14 Mar 2013
More consumers aware of Telecommunications Industry Ombudsman
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Media Releases
Roaming complaints to TIO down, but disputed charges increase
13 Dec 2012
Roaming complaints to TIO down, but disputed charges increase
Read more about Roaming complaints to TIO down, but disputed charges increase
Mobile phone complaints rise against overall decrease in telco complaints during 2011-12
29 Oct 2012
Mobile phone complaints rise against overall decrease in telco complaints during 2011-12
Read more about Mobile phone complaints rise against overall decrease in telco complaints during 2011-12
Media Releases
No need for consumers to pay for dispute resolution
24 Sept 2012
No need for consumers to pay for dispute resolution
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Media Releases
Ombudsman welcomes DBCDE report
4 May 2012
Ombudsman welcomes DBCDE report
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ACCC and telecommunications Ombudsman tackle phone and SMS scam
22 Mar 2012
ACCC and telecommunications Ombudsman tackle phone and SMS scam
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Media Releases
Small businesses make more complaints to TIO
29 Feb 2012
Small businesses make more complaints to TIO
Read more about Small businesses make more complaints to TIO
Media Releases
Telemarketing concerns highlighted in TIO Talks
16 Dec 2011
Telemarketing concerns highlighted in TIO Talks
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Media Releases
Mobile phone issues drive record number of consumer complaints to the TIO
8 Nov 2011
Mobile phone issues drive record number of consumer complaints to the TIO
Read more about Mobile phone issues drive record number of consumer complaints to the TIO
Media Releases
2011 Annual report fast facts
8 Nov 2011
2011 Annual report fast facts
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Blogs
International roaming: know your rights
12 Oct 2011
Many people want to stay in touch with friends and family when they travel overseas, but are unsure whether their mobile will work and if it does, if they will receive extra charges for using it.
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Media Releases
TIO reaches agreement with Exetel
14 Sept 2011
TIO reaches agreement with Exetel
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Media Releases
Credit management issues a key focus for the TIO
14 Sept 2011
Credit management issues a key focus for the TIO
Read more about Credit management issues a key focus for the TIO
Media Releases
Ombudsman welcomes TIO reform discussion paper
14 Sept 2011
Ombudsman welcomes TIO reform discussion paper
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Media Releases
National Consumer Fraud Week provides tips on staying safe
14 Sept 2011
National Consumer Fraud Week provides tips on staying safe
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Media Releases
Telecommunications complaints increase 9 per cent, TIO reports
14 Sept 2011
Telecommunications complaints increase 9 per cent, TIO reports
Read more about Telecommunications complaints increase 9 per cent, TIO reports
Media Releases
New Council Chairman appointed to Telecommunications Industry Ombudsman scheme
14 Sept 2011
New Council Chairman appointed to Telecommunications Industry Ombudsman scheme
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Media Releases
Research shows consumer resilience in solving telco complaints
5 July 2011
Research shows consumer resilience in solving telco complaints
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Media Releases
Consumers have longer to lodge complaints with telco Ombudsman
1 July 2011
Consumers have longer to lodge complaints with telco Ombudsman
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Media Releases
Increased powers for Telecommunications Industry Ombudsman
29 June 2011
Increased powers for Telecommunications Industry Ombudsman
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Media Releases
A new vision takes Telecommunications Ombudsman into the future
21 June 2011
A new vision takes Telecommunications Ombudsman into the future
Read more about A new vision takes Telecommunications Ombudsman into the future

Trust, reform and the future of telecommunications: Building a framework that works for everyone

Digital Duty of Care offers a rare chance to embed strong consumer protections from day one

TIO welcomes Senate recommendations to strengthen Triple Zero

Better outcomes need better telco rules

When telco problems hit harder: insights from regional Australia

Regions left behind, TIO calls on Government to act on telco inequality

A new website designed around your needs

Statement on compensation for people impacted by Telstra outage

Statement regarding the national Telstra outage

Information for consumers regarding the national Telstra outage

When things go wrong online, Australians want someone to turn to

Most Australians ‘stuck, stressed or silent’ as online complaints pile up

Money and mobile service problems escalate in Quarter 3

More complaints about mobile and money - here's how we can help

Digital platform enquiries climb as people struggle to get help

How to avoid phone and internet problems costing you money

From debate to delivery: Rebuilding trust in the telco sector

Connectivity and cancellation insights from our Consumer Panel

Your business texts could soon appear as ‘unverified’ - here’s what you need to know

Helping people when services fail

Leading operations with purpose – Meet new TIO Executive, Carmen Basilicata

PreventX: TIO lessons learned and shared about family and domestic violence

New mobile coverage maps are coming – what does that mean for you?

TIO welcomes ACMA decision to create stronger telco consumer protections

TIO welcomes parliamentary recommendations to strengthen digital platform complaints pathways

How to fix your telco problems faster

Stopping unfair telco practices

Mobile and internet reliability complaints spike in Quarter 2

Industry Board appointments strengthen TIO’s communication sector expertise

Record high digital platform complaints in 2025 show consumers more frustrated than ever with big tech

Regulator takes action after telco fails to uphold TIO decision

Pride in every step at Midsumma Pride March

Some Apple devices are having issues connecting to Triple Zero

TIO calls for fairer cancellation practices for telco consumers

Help for people affected by bushfires

Some older Samsung and Oppo mobiles may have issues connecting to Triple Zero

Tech giants driving rise in digital platform complaints

Telco complaints show rise in compensation claims

Empowering TIO communities - Book a TIO webinar

Reappointment of TIO Board member Julie Hamblin

Optus mobile outages in NSW, VIC and SA

ACMA decision opens door for fairer telco standards

Dodo cyber incident

Getting Help with Billing Problems – What You Need to Know

Annual report reveals telco complaints remained steady, but mobile problems and financial stress rising

Social media lockouts expose gaps in consumer protections

How we can help: Calls to Triple Zero not working

Statement on the tragic passing of three people resulting from the Optus Triple 0 failure

TIO welcomes important online safety measures

Andrew Sheridan resigns from the TIO Board

iiNet cyber incident

Struggling to pay your telco bill? How to ask for help and what to expect

New report finds financial hardship support from telcos missing the mark

Network outages in NSW, QLD and WA

The Fairness Commitment: A new chapter in complaint handling

TIO welcomes ACCC’s call for external dispute resolution for digital platforms

Optus’ enforceable undertaking to the ACCC on unconscionable conduct

We are improving how we handle complaints

Ombudsman welcomes new domestic, family and sexual violence rules

NSW floods and your phone and internet services

Financial hardship and mobile coverage on Consumer Panel’s radar

Q3 data reveals upward trend in financial hardship issues and rising small business complaints

Ombudsman welcomes appointment of Anika Wells as Minister for Communications

Navigating financial hardship with your telco

What’s changing with our Complaint Handling Procedures

Stronger telco obligations essential for victim-survivors of domestic, family and sexual violence

TIO welcomes Glen Noonan to the Board

TIO submission calls for stronger community safeguards in TCP Code

Cyclone Alfred and your phone and internet services

Ombudsman welcomes action on the better delivery of mobile services

Telco complaints surge in Quarter 2

How small businesses can prepare for outages and faults

TPG internet outage

Ombudsman welcomes action to better protect telco consumers

Actioning Accessibility – a dynamic discussion

TIO Board reappointments

TIO office end-of-year closure

Proposed amendments to Terms of Reference 2024

Mandatory SMS register a positive step to combat scams

Latest telco data reveals 30 percent of referred complaints remain unresolved