How the TIO works

The Telecommunications Industry Ombudsman is a fast, free and fair dispute resolution service for small business and residential consumers who have a complaint about their telephone or internet service in Australia. We are independent and do not take sides. Our goal is to settle disputes quickly in an objective and non-bureaucratic way.

We are able to investigate complaints about telephone and internet services, including by collecting all documentation and information relevant to the complaint. We have the authority to make binding decisions (decisions a telecommunications company is legally obliged to implement) up to the value of $30,000, and recommendations up to the value of $85,000.

The TIO is independent of telecommunications service providers, consumer groups and government. The TIO is governed by a Council and a Board of Directors, and is managed by an independent Ombudsman and a Deputy Ombudsman.  The Council is comprised of five representatives from service providers and five consumer representatives, with an independent chairman.