
What we can help with

When Esme’s landline phone stops working, she asks the TIO for help. What phone and internet problems can the TIO help with?
What we can (and can’t) help with
We can help to resolve most complaints, but not all. We can only help people with complaints that fall within our area of responsibility.
We deal with complaints from individual and small business consumers and from owners and occupiers of property. Our page Who we can help provides more information.
Examples of complaints
Landline, mobile, and internet services
We can help with:
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But we can’t help with:
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Payphones, phone cards, TV, domain names, public mobile radio, White and Yellow pages, operator services, and directory assistance
We can help with:
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But we can’t help with:
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Land and property
We can help with:
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But we can’t help with:
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Spam and telemarketing
We can help with:
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But we can’t help with:
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Compensation
We can help with:
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But we can’t help with:
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Privacy
We can help with:
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But we can’t help with:
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Complaints involving money
We can only make binding decisions about complaints involving amounts up to $100,000.
If your dispute is about larger amounts, you may wish to speak to a lawyer.
Old and new complaints
Your complaint should be about a problem that occurred within the last two years, or that you became aware of in the last two years.
We may still be able to help with complaints that are up to six years old, depending on the reason for the delay.
Contact us if you’re unsure if we can help.
Ready to make a complaint?
If you’ve already attempted to resolve your complaint directly with the telco and you believe we can help, start your complaint online now.
Or call us on 1800 062 058
If you still aren’t sure if we can deal with your complaint, contact us. If we can’t help, we’ll refer to another organisation who can.