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Ombudsman Decisions

If a case has not been resolved after going through the referral, conciliation and investigation processes, the Telecommunications Industry Ombudsman may issue a determination, which is a decision a telecommunications service provider must legally implement.

The Telecommunications Industry Ombudsman has made the following determinations:

Billing complaint

Billing complaint

A consumer noticed her name was not correctly spelt on her bill and she went into the providers store to fix it. Whilst in store, the provider convinced the consumer to sign up for a new NBN package which she did not fully understand.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614