The TIO scheme

The Telecommunications Industry Ombudsman was established by the Australian Government in 1993 as a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services.

Communications Alliance is a strong supporter of the TIO and encourages industry participation and membership of the TIO Scheme.

The TIO is independent of industry, the government and consumer organisations and can investigate, make determinations and give directions on complaints by end-users about the provision or supply of telecommunications services, which includes internet access services.

Carriers and eligible carriage service providers are obliged to become members of the TIO scheme under section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999. Members of the scheme must comply with the TIO Memorandum and Articles of Association and the TIO Constitution.

The TIO scheme derives its income solely from fees charged to members for the provision of complaint-resolution services. A member is charged complaint-handling fees if the TIO receives a complaint from one of its customers. This acts as an incentive for members to keep TIO investigations to a minimum by developing and maintaining effective complaint-handling and customer service procedures.

Customers should contact their service provider first if they have a complaint. Service providers are required to provide information to customers about how they can make a complaint, which must be accessible to all customers, including those with disabilities and from non-English-speaking backgrounds. Service providers must also tell customers about their options if they are not satisfied with the outcome of their complaint. In some cases, this may mean a customer can escalate a complaint within the service provider organisation and, if still dissatisfied, then contact the TIO.

Complaints can be lodged with the TIO by email, telephone, fax or mail. More information about the TIO is on the website at www.tio.com.au or contact the TIO on (freephone) 1800 062 058.