Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

Systemic Reports

The Telecommunications Industry Ombudsman’s systemic investigation power allows us to identify telecommunications industry practices and issues, particularly those that are widespread, that may cause detriment to residential consumers and small businesses.  

By raising awareness of issues and recommending changes, the Telecommunications Industry Ombudsman drives improvements in the delivery of telecommunications services and better outcomes for consumers and the telecommunications industry.

There are two types of systemic reports:

Systemic Spotlights raise awareness of systemic issues identified by our office.

Systemic Insights provide in-depth analysis, findings and recommendations about systemic issues identified by the Telecommunications Industry Ombudsman in order to improve industry practice.


Systemic Insight: Sales Practices Driving Consumer Debt PDF (Feb 2019)

Systemic Spotlight: Reducing fraudsters' theft of mobile numbers PDF (Feb 2019)

Systemic Insight: Loss of telephone numbers during migration to the NBN PDF (Jul 2018)

Loss of services


Lowanna's phone stopped working and a temporary replacement was not suitable.

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