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Changes to powers bring all parties into the complaint resolution process

27 October 2017

Residential consumers, small businesses and telecommunications providers will benefit from changes to the Telecommunications Industry Ombudsman’s Terms of Reference, introduced Wednesday 25 October, 2017.

The updated Terms of Reference strengthen the obligation on phone and internet providers to work with telecommunications Industry Ombudsman, provide information and comply with decisions of the Ombudsman to resolve a complaint.

The Terms of Reference now reflect the legislative requirement for carriers and intermediaries in the supply of telecommunications services (such as aggregators) to belong to the Telecommunications Industry Ombudsman scheme.

In publishing the updated Terms of Reference, Ombudsman Judi Jones says, “Everyone wants complaints resolved quickly. The changes to our Terms of Reference will improve our ability to work with all the relevant parties in the supply chain.”

Residential consumers and small businesses should contact or 1800 062 058.


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