Feedback about the Telecommunications Industry Ombudsman (TIO)

We value your feedback. It helps us improve our services and ensure we meet your expectations. You can provide compliments or complaints about how we deliver our services, including how we handle your personal information. For full details, please see our Compliments and Complaints Policy.

What our Compliments and Complaints policy covers

  • Compliments about our service.
  • Complaints about our service such as:
    • The conduct of an employee, for example about rudeness, misconduct, or failure to follow our Complaint Handling Procedures
    • The delivery of our service, for example unnecessary delays or insufficient time to provide a response
    • Complaints about how we have handled your matter or managed your personal information

What our Compliments and Complaints policy does not cover

  • Dissatisfaction with the outcome of your complaint about your provider
  • Reinvestigation of your original complaint

If you are unhappy with the outcome of your provider complaint, we will tell you when and how you can request a review or appeal. However, once we issue a Decision, it is final and cannot be appealed through the TIO.

What you can expect

  • If you submit a complaint about our service, we will respond within 20 business days.
  • We will review your feedback and possible outcomes may be:
    • Provide an explanation or clarification.
    • Offer an apology.
    • Make changes to improve our processes.
    • Confirm that no further action is required.

Privacy

The TIO's privacy policy explains how the TIO collects, handles and protects personal information about you.

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