The Telecommunications Industry Ombudsman is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia who have a complaint about their telephone or Internet service.

Established in 1993 by the Australian Federal Government, the TIO is independent of industry, the government and consumer organisations.

The TIO is authorised to investigate complaints about the provision or supply of telephone or Internet services. The TIO’s jurisdiction is discussed in detail here.

How the Scheme works

The TIO aims to settle disputes quickly in a fair, objective and non-bureaucratic way, having regard not only to the law and to good industry practice, but also to what is fair and reasonable in all the circumstances.

The TIO is “an office of last resort”. This means that in the interests of fairness the service provider must be given a reasonable opportunity to settle a complaint with a customer before the TIO will become involved.

The TIO investigates complaints by considering the facts provided by both parties in a dispute. The TIO is not a consumer advocacy service but rather seeks to assist both parties to a dispute by reaching a fair and equitable resolution.

Complaints to the TIO can be made online or by phone, fax, email, in writing, via TTY or in person. Complaints may be made by the person with the problem or by a person authorised to represent the complainant.

The Femtech Group is a member of the TIO?

The Femtech Group is a member of the Telecommunications Industry Ombudsman to increase consumer confidence as potential and existing customers know that they can contact the TIO if they have a problem that cannot be resolved directly.