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TO COMPLAIN ABOUT - a telephone company - a mobile phone company - an internet service provider
- (1) Telecommunications Industry Ombudsman (TIO)
The TIO is a national external dispute resolution (EDR) scheme that assists residential and
small business customers with telephone and internet services complaints about telecommunications companies.- The TIO's services are free and it is independent of the telecommunications companies, government
and consumer groups.
- The Ombudsman has the power to make determinations (up to $10,000)
- that are binding on the telecommunications company or the internet service provider,
and recommendations (up to $50,000).
- PO Box 276 Collins Street West Melbourne 8007
Level 3, 595 Collins St, Melbourne 3000
Phone - Freecall™ 1800 062 058 (Australia wide)*
Fax - Freefax™ 1800 630 614
TTY - Freecall™ 1800 675 692 (hearing impaired)
Translator and Interpreter Service -- Ring 131450 (Tollfree) and ask for the TIO on 1800 062 058
*Calls from mobile phones charged at applicable mobile rate.
Email
TIO website
Useful information
(1) How to lodge a complaint with the TIO and the forms you can use.
(2) TIO fact sheets
(3) Industry codes of practice which may help you make your complaint,
new mobile premium services code 2012 and new Customer Protections Code from September 2012
(4) Regulatory fact sheets from the Australian
Communications and Media Authority (ACMA)
(5) The Customer Service Guarantee issued by ACMA requires telephone companies to meet
minimum performance requirements and to provide customers with financial compensation
when these are not met. - (4) Consumer related codes and guidelines on the website of the Communications Alliance,
the peak body for the Australian communications industry
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