The Telecommunications Industry Ombudsman ('TIO') is an independent body that helps consumers and small businesses resolve complaints about telephone and internet services when issues can't be resolved directly with their provider. If you have a complaint about your telecom services, you can contact the TIO for assistance.
What types of complaints can you make?
- Problems with Phone and Internet Services: Complaints about phone numbers, unauthorised SIM card swapping, slow internet speeds, faulty services, or faulty equipment.
- This does not include:
- The TIO cannot help with services a Telco does or doesn't offer, unavailable ADSL or NBN services, content services like smartphone apps, internet sites, TV, or anti-competitive business practices.
- This does not include:
- Setting up a Service: Complaints about provider behaviour during sales, contracts not agreed to, problems transferring services, and issues connecting or disconnecting services.
- Problems with Operator Services, TV, Public Services: Complaints about payphones, operator services, phone cards, internet Pay TV, public mobile radio network, White Pages listings, and directory assistance.
- This does not include:
- The TIO cannot help with the number or location of payphones, technical TV problems, website domain names, or Yellow Pages and other business directories.
- This does not include:
- Land and Property Use: Complaints about provider damage to land or property, or costs for damage to provider infrastructure. The TIO also handles objections to land access activities proposed by carriers.
- Connection Infrastructure: Complaints about telecommunications infrastructure connecting property to the network.
- Connection and Disconnection of Services: Complaints about delayed connections, no-show technicians, issues with service features, previous services not disconnected, or services disconnected by mistake.
- Customer Service: Complaints about provider customer service, response to enquiries, or priority assistance services.
- Restricting or Disconnecting a Service for Credit Management Reasons: Complaints about service restriction, suspension, or disconnection due to overdue charges without reasonable notice or during a dispute.
- Spam and Telemarketing: Complaints about spam and telemarketing from your Telco.
- This does not include:
- The TIO cannot help with third-party telemarketing or spam, or the Do Not Call Register.
- This does not include:
- Contracts: Complaints about failure to uphold contract terms, such as data allowances or service provisions.
- Billing and Payments: Complaints about unclear, delayed, or missing bills, high or disputed charges, and payment problems or errors.
- Credit Management: Complaints about difficulties paying bills, debt collection, service restrictions for non-payment, and incorrect credit reporting.
- Privacy and Safety: Complaints about privacy interference, improper response to threats, unauthorised third-party access to accounts, and poor management of personal information.
- This does not include:
- The TIO cannot help with Telco monitoring calls for training, recording verbal contracts, network maintenance, or fraud and scams.
- This does not include:
- Family Violence:
- The TIO can help with phone or internet problems related to financial hardship, economic abuse, privacy issues, or technology-facilitated abuse due to family violence.
Jurisdiction:
The TIO supports consumers and small businesses across all Australian states and territories.
Time Limitation:
Complaints must be lodged within two years of discovering the problem, with a possible extension to six years in certain cases.
The TIO will not deal with complaints about:
The TIO cannot handle complaints involving amounts over $100,000, general telecommunications policy, commercial practices, or those prohibited by legislation.
Exercise of Discretion:
The TIO can accept or decline complaints, register them as enquiries, and refer unresolved complaints back to the provider. They may stop handling a complaint if it's outside their jurisdiction, not made in good faith, or if another forum is more appropriate.
Who can you make a complaint against?
You can make a complaint against:
- Body/Organisations: Complaints can be made against Members of the Telecommunications Industry Ombudsman scheme, which includes most carriers and eligible carriage service providers like Telstra, Optus, Vodafone, and TPG.
The TIO will not deal with complaints about:
Some carriers or providers may be exempt from joining the TIO scheme by the Australian Communications and Media Authority ('ACMA').
Are you eligible to make a complaint?
Who can make a complaint?
Any individual consumer, small business, not-for-profit consumer, property owner or occupier, or account holder or their representative can make a complaint.
Before you lodge a complaint:
Contact your Telco first to resolve the issue. If unresolved, then contact the TIO.
Can complaints be made on behalf of someone?
Yes, with the person’s verbal or written consent, depending on the stage of the complaint.
The TIO will not deal with complaints about:
The TIO might refuse to deal with a representative who has a conflict of interest or has acted inappropriately.
What can this body do to help?
The TIO may provide:
- Temporary Rulings: The TIO can direct Telcos to stop debt collection and other actions for up to 90 days if the complaint is open.
- Preliminary Views: The TIO provides a preliminary view on how to resolve the complaint, asking both parties to respond within 10 business days.
- Decisions: The TIO can make binding decisions on Telcos, which they must follow if accepted by the complainant.
- Referrals for Non-compliance: If a Telco doesn't comply with a decision, the TIO will refer them to ACMA for enforcement.
- Compensation: Complaints can include claims for financial loss, but non-financial loss compensation is limited to $1,500.
How to prepare your complaint
Format:
Complaints can be submitted online, by email, fax, or phone. Urgent complaints should be called in.
Interpreters/Translators:
The TIO provides language interpreter services and can arrange Auslan Video Remote Interpreting for deaf or hard-of-hearing individuals.
Personal Details:
Provide your name, contact details, Telco and service details, complaint details, and desired outcome.
Respondent’s Details:
Generally, only the name of the Respondent is required.
What not to include:
Do not include false or misleading statements.
Additional Information:
The TIO sends information to your Telco for review and response.
Lodging your complaint and next steps:
Where to lodge your complaint
Before coming to the TIO, you should contact your Telco and give them the chance to fix your problem. If your Complaint remains unresolved, you can lodge a Complaint using one of the means below:
- Online form: New Complaint - TIO.
- Telephone: 1800 062 058 Monday to Friday (8:00am – 8:00pm) AEST.
- Email: tio@tio.com.au
- Fax: 1800 630 614.
- Post: PO Box 276, Collins Street West, VIC 8007.
Receipt/Acknowledgement of complaint:
The TIO will acknowledge your complaint within 1-2 business days and may register it as an enquiry if it falls outside their area of responsibility.
Stages of Complaint Handling:
The TIO will refer your complaint to your Telco, with different stages including Early Resolution, Referral, Fast Track Process, Case Management, Conciliation, Investigation, Recommended Outcome, and Decision.
Additional Information:
Keep a copy of your complaint, update the TIO on changes, and provide all relevant information upfront. You can stop your complaint at any time. Most complaints are resolved within 10 business days, but some may take longer.
More information:
Refer to the factsheet provided below for more information.
