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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 scheme that assists residential and small business customers with telephone and internet services complaints about telecommunications companies. Its services are free and independent of the telecommunications companies, consumer groups and government.
- 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
- How to complain
- Go to information about lodging a complaint with the TIO and
to the forms you can use.
Or ring or fax the TIO on the numbers above.
Useful information
(1) Information on relevant Codes of Practice (on the TIO's web site) here
(2) TIO fact sheets here
(3) The Customer Service Guarantee issued in 2000 by the Australian
Communications and Media Authority (ACMA) (formerly the Australian
Communications Authority) requires telephone companies to meet
minimum performance requirements and to provide customers with
financial compensation when these are not met.
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