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TIO turns 20

12 December 2013

The TIO marks 20 years of independent telco dispute resolution in 2013-14.

"This is a milestone for the world’s first telecommunications ombudsman, and I pay tribute to all those who have been a part of our first 20 years," Ombudsman Simon Cohen said.

The TIO has received more than 1.5 million consumer complaints since opening its doors in 1993. Today, the TIO is Australia's busiest ombudsman, with thousands of consumers making contact each week.

New technologies and changes in how consumers use telecommunications have also changed the nature of TIO complaints, with more internet and mobile service complaints now than in the early years. The issues in dispute – bills and charges, customer service and faults – have remained familiar.

In 1993, the TIO was one of the pioneer industry ombudsman. Since 1995, other utility industries such as electricity, gas, water and public transport have adopted the ombudsman model for complaints that cannot be solved directly with service providers.

"The TIO has proven effective in providing accessible justice for consumers and service providers alike. This anniversary gives us cause to reflect on our past achievements, and look forward to the TIO’s next 20 years," Mr Cohen said.

A range of activities to mark 20 years, including a forum and roundtable meetings with consumers and service providers from around Australia, are in the works.

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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