The TIO is a fast, free and fair dispute resolution service for small business and residential customers who have a complaint about their telephone or internet service in Australia. We are independent and do not take sides. Our goal is to settle disputes quickly in an objective and non-bureaucratic way.
Established in 1993 and provided for under a Federal Act of Parliament, the TIO is operated by Telecommunications Industry Ombudsman Ltd and is independent of industry, the government and consumer organisations.
The TIOs Constitution and Memorandum and Articles of Association outline its objectives and rules. The general role and powers of the TIO are included in the Telecommunications (Consumer Protection and Service Standards) Act 1999 .
Powers
We are able to investigate complaints about telephone and internet services, including by collecting all documentation and information relevant to the complaint. The TIO has the authority to make Binding Decisions (decisions the telecommunications company is legally obliged to implement) up to the value of $30,000, and Recommendations up to the value of $85,000. For complaints received by the TIO before 1 May 2010, the TIO has the authority to make Binding Decisions up to $10,000 and Recommendations up to $50,000.
The TIO also has the power to exercise its discretion not to investigate or further investigate a case in certain circumstances.