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About the TIO

The Telecommunications Industry Ombudsman is an independent dispute resolution service that is free for residential and small business consumers who have been unable to resolve a telecommunications complaint with their service provider.

We deal with most complaints about telephone, internet and related services. We aim to achieve fair and reasonable outcomes by considering relevant laws, best industry practice and the unique circumstances of each complaint. Although the majority of complaints are resolved quickly by referral back to the service provider or through a facilitated agreement, we can make binding decisions up to $50,000 and recommendations up to $100,000.

The TIO Scheme is governed by a Board and a Council. The Board has corporate governance responsibilities and is mainly made up of individuals nominated by telecommunications service providers, the members of the TIO Scheme.

The TIO Council is made up of an equal number of representatives of consumers and service providers with an independent Chairman. The Council’s responsibilities include maintaining the Ombudsman’s independence by acting as an intermediary between the Ombudsman and the Board, and monitoring and making recommendations about amendments to the TIO Constitution.

How is the TIO funded?

The TIO is an industry-funded Ombudsman service. Telecommunications service providers who are members of the TIO are charged a fee if we receive a complaint from one of their customers.

As an alternative dispute resolution office, our fees are not designed to be punitive. We are a not-for-profit company and charge members of the TIO only for the costs incurred in delivering our dispute resolution service. The TIO does not issue fines, but our fees act as an incentive for service providers to keep complaints made to us to a minimum.

More information about our fee structure is available on our website.

How is the TIO funded?

The TIO is an industry-funded Ombudsman service. Telecommunications service providers who are members of the TIO are charged a fee if we receive a complaint from one of their customers.

As an alternative dispute resolution office, our fees are not designed to be punitive. We are a not-for-profit company and charge members of the TIO only for the costs incurred in delivering our dispute resolution service. The TIO does not issue fines, but our fees act as an incentive for service providers to keep complaints made to us to a minimum.

More information about our fee structure is available on our website.