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  • We collect personal information about you in order to contact you and handle your complaint. We will share your personal information with the telecommunications providers who can help resolve your complaint. This may include a wholesale provider. These providers may also provide your personal information to us. These providers or their staff may be overseas.
  • If you choose to provide us with sensitive information, for example information about your health, you consent to us collecting and disclosing that information unless you tell us otherwise.
  • If you choose to remain anonymous or withhold information, we may not be able to handle your complaint.
  • With your consent, or by law, we may provide your personal information to government agencies.
  • We may also provide your personal information to third parties for the purposes of improving our services. We will only do this in accordance with our Privacy Policy. The TIO does not use personal information it collects for direct marketing.
  • You can access and correct personal information that the TIO holds about you and complain about a TIO privacy breach or how the TIO has handled your personal information.
  • To find out more, the TIO’s privacy policy explains how the TIO collects, handles and protects personal information about you, including information obtained from your representative.
  • After you submit your complaint you will be provided with a TIO reference number. Please keep a copy of that number for your records.
 
 
 

You must give your service provider a chance to fix your problem by following its internal dispute resolution process. Many complaints can be resolved quickly once you contact your service provider.

Ask your service provider for a complaint reference number. If you have difficulty contacting them, call us on 1800 062 058 or email tio@tio.com.au

Here are some helpful tips for talking to your service provider.

Service information

Help tip: Your account number should be on a bill from your service provider. If you can't find your account number, please give us a service number, or a complaint reference number from your service provider.

 

Help tip: Please only enter unpaid amounts. If you are seeking a refund or compensation, please tell us about this when describing your complaint.

 
Service address details
Complaint information
Contact information

Representative

We prefer both email and telephone details so we and your service provider can contact you quickly. If you are complaining about your phone service, please still give us that number or the best possible alternative.

Help tip: Email is the best way to respond to you about your complaint

Help tip: Please enter an Australian landline or mobile number, including area code, with no spaces

 

Account holder

Who is the representative for the business?
We prefer both email and telephone details so we and your service provider can contact you quickly. If you are complaining about your phone service, please still give us that number or the best possible alternative.

Help tip: Email is the best way to respond to you about your complaint

Help tip: Please enter an Australian landline or mobile number, including area code, with no spaces

Review and submit

Please review your complaint details.

Click the submit button at the bottom of this page to send us your complaint.

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Service information

  • Service address details

Complaint information

  • Additional documents attached

Representative information

Account holder information

By continuing you agree to the Telecommunications Industry Ombudsman collecting the information you have entered and disclosing it to the provider your complaint is about. All information provided to the Telecommunications Industry Ombudsman will be handled in accordance with our privacy policy