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Our fairness commitment

The Telecommunications Industry Ombudsman (TIO)’s Fairness Commitment enhances our capability to deliver fairness and build greater trust and confidence in the telco sector.

On this page:

  1. Why the Fairness Commitment matters
  2. The Fairness Commitment
    1. Fairness Framework
    2. Quality Framework
    3. Complaint Handling Procedures and supporting policies
    4. Guidance Documents
    5. Good Industry Practice Guides

Why the Fairness Commitment matters

Community expectations of essential services like phone and internet continue to evolve alongside technology and the way telcos offer products and services.  

Building and maintaining trust and confidence in the telco sector is crucial. The TIO is in a unique position to help foster that integrity by acting as the bridge between phone and internet consumers and their providers when relationships break down.  

The TIO’s Fairness Commitment provides greater assurances for consumers and members by bringing clarity and transparency to how we deliver fairness. It also reinforces our commitment to continuous improvement in our service delivery highlighted in the 2022 Independent Review of the TIO

The Fairness Commitment

The TIO’s Fairness Commitment is comprised of five key components. Together, these components confirm how we define, measure, action and determine fairness:

  • Fairness Framework
  • Quality Framework
  • Complaint Handling Procedures and supporting policies
  • Guidance Documents
  • Good Industry Practice Guides

Fairness Framework

How we approach fairness

The TIO’s Fairness Commitment starts with the Fairness Framework by stating our approach to fairness.

Our approach to  fairness uses principles that ensure our work delivers fairness in complaint handling procedures and outcomes.

The Fairness Framework provides the master plan for ensuring our Quality Framework, Complaint Handling Procedures, Guidance Documents, and Good Industry Practice Guides are in line with our definition of fairness. 

Read more on TIO's Fairness Framework

Quality Framework

How we measure that we are being fair

Our updated Quality Framework builds on and informs quality assurance mechanisms we already have in place.  

The Quality Framework sets out how we measure that we are being fair. It is a key component of building a culture committed to delivering quality and empowering our people to understand how their actions contribute to delivering fairness. It also ensures we are accountable for the way we deliver fairness and can identify opportunities for improvement as they arise.

Read more on TIO's Quality Framework

Complaint Handling Procedures and supporting policies

How we do fairness  

We have updated our Complaint Handling Procedures (CHPs) to ensure our processes deliver fairness as a dispute resolution service. These changes are effective from 1 July 2025.

The updated CHPs will strengthen valued procedures, address pain points and provide all parties who engage with the TIO clear pathways to timely and fair resolution. 

These changes are informed by a comprehensive review following feedback from key stakeholders and recommendations from the 2022 Independent Review of the TIO.

Read our updated Complaint Handling Procedures

There are three policies that support the updated CHPs:

TIO Appeal Process

People can request an appeal if the TIO decides to stop handling their complaint. This is only when errors or omissions in the complaint handling process have been found or new evidence has been provided that was not available before.

The TIO Appeal Process outlines:

  • Grounds for Appeal
  • How to request an appeal
  • Who conducts the Appeal Reviews
  • Possible outcomes and limitations
  • Establishing bias or conflict of interest

Read the TIO’s Appeal Process

Extra Support and Flexible Approach Policy

Some people who complain to TIO will have urgent or high risk needs that need to be prioritised and handled with sensitivity.  The Extra Support and Flexible Approach Policy outlines how we classify urgent complaints. It also details the flexible approaches and extra support that can be given to meet the needs of the consumer.  

Read the TIO's Extra Support and Flexible Approach Policy

TIO’s Handling Exceptional Circumstances Policy

We aim to make it easy for everyone to access our services and understand how we handle complaints. This includes for people who may face barriers due to language, disability, cultural background or geographic location.

To make sure we are treating people fairly, we may consider exceptional circumstances and reasonable requests to provide time extensions and reopen closed complaints. This policy outlines our commitment to accessibility and key factors we consider when dealing with these requests.

Read the TIO’s Handling Exceptional Circumstances Policy

Guidance Documents

How we consider fairness by issue

Guidance Documents cover common issues people face with their phone and internet services.  Each Guidance Document helps you understand your rights when you’re experiencing challenges, and what you can expect from the TIO and your provider. 

Read our Guidance Documents on Common Issues

Good Industry Practice Guides

How we measure the telco industry is fair

Good Industry Practice Guides give clarity to telcos and the community about how we measure the telco industry is operating fairly.

While we already publish guidance about how we consider common phone and internet issues, Good Industry Practice Guides go a step further. These Guides look beyond laws and codes, and industry practices we view as demonstrating fairness.

Read our Good Industry Practice Guides