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Supporting phone and internet providers

09 November 2018

In February Peter Craig*, a small business owner who manufactures and sells mobile phone cases, changed his business model to offer mobile phone voice and data services. Peter contacted a larger telco wholesaler to organise the new services. 

Both companies exchanged contracts and Peter relaunched his new business, Indigo Telco*, two months later. Peter advertised through local newspapers and social media. Within a month, Peter had a small customer base of 30 customers connected to his new mobile services. 

The Telecommunications Industry Ombudsman’s Member Services team became aware of Indigo Telco’s new business. It found Indigo Telco had not registered as a member. Subsection 128(1) of the Telecommunications Consumer Protection and Service Standards (TCPSS) Act 1999 says ‘Each carrier and each eligible carriage service provider must, in association with other carriers and other eligible carriage service providers, enter into a scheme providing for a Telecommunications Industry Ombudsman.’ 

Member Services contacted Peter to discuss Indigo Telco’s requirement to become a member of the Telecommunications Industry Ombudsman. Peter was aware of this requirement when starting his new business but decided as he had a small number of customers he did not need to comply with the TCPSS Act. Member Services sent Peter information about the Telecommunications Industry Ombudsman and the TCPSS Act, along with a membership form. 

Member Services also informed the ACMA about Peter’s telecommunications business so that it could provide Peter with information about the TCP Code, its Complaint Handling Standards and other compliance requirements.

Peter completed the membership form and within a week became a member of the Telecommunications Industry Ombudsman. 

Member Services sent Indigo Telco confirmation of membership within two days, along with further information about the complaint process and obligations for telecommunications providers. Member Services also subscribed Indigo Telco to its monthly MNews publication for all its members, and advised of upcoming training and induction programs offered by the Telecommunications Industry Ombudsman

*Names have been changed to protect privacy.

Phone upgrades

Phone Upgrades

Kevin felt he had been misled and pressured by his provider to get a new phone, when he went to his local store to renew his contract.

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