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Determinations

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

The TIO has made the following determinations:

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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