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Complain to the telecommunications ombudsman

The Telecommunication Industry Ombudsman (TIO) is an independent organisation. Their role is to sort out telephone complaints and disputes, quickly and fairly. This is a free service.

When to contact the TIO

If you have a problem with your phone or network, you must complain to your telco first. They have a process to follow.

The TIO should be your last resort, if you are not happy with the result from your telco.

When you contact the Telecommunication Industry Ombudsman, you will need to tell them:

  • if you are a residential or small business customer
  • if you are the account holder, or you have their approval to make the complaint
  • what the complaint is about
  • the name of the telco and the account number
  • any complaint reference number provided by your telco

Once you have this information, you’re ready to talk to the TIO about your complaint.

How to contact the TIO

The TIO has information on their website about how to make a

You can also contact them by phone on 1800 062 058, email or in writing - This includes contact details for an interpreter and the National Relay Service.

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