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Update for One Telecom and ONE Seniors customers

09 May 2014

Customers of OneTelecom, OneSeniors and iBoss were acquired on Thursday 8 May by Vocus Communications Ltd (Vocus).  

Information provided to the TIO

Vocus has advised that it has been unable to make arrangements to restore the services of customers it acquired, and these services will remain disconnected.  

Customers of OneTelecom and OneSeniors will need to seek new services.

iBoss customers should contact Vocus directly.

Information from Vocus is available on the Vocus website.

Urgent services

Consumers who immediately need a working service, for example for medical reasons or to conduct business, are recommended to apply for a new service as soon as possible and to make interim arrangements to mitigate any possible connection delays with the new service.

Where services have been disconnected, consumers’ phone numbers may have been placed in quarantine, which means they can request but are not guaranteed to have the number reassigned to them when they are reconnected.

The Telecommunications Industry Ombudsman (TIO) has received a large volume of calls as a result of companies iBoss and One Telecom entering administration. We apologise for any inconvenience caused to any consumers who have had difficulty contacting us.

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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