The telecommunications Industry Ombudsman provides a fair, independent and accessible external dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. 

Our service is free and complies with the Government Benchmarks for Industry-Based Customer Dispute Resolution. 

We fulfil our statutory obligation to resolve objections to land access activities proposed by telecommunications carriers.

We use the most appropriate means to resolve a complaint, from referral to conciliation, investigation and determination.

We collect and review information about complaints provided by consumers and service providers; and provide analysis and views to the community, regulators, government and the telecommunications industry about matters that are impacting, or may impact, on telecommunications consumers. We also analyse this information to identify trends and systemic issues, to inform of areas for improvement and to assist with addressing the root causes of consumer complaints.

We are based in Melbourne, and provide a national service.

The TIO respects and welcomes all kinds of diversities and is absolutely committed to being inclusive. We recruit, develop, compensate, and promote people regardless of ethnicity, religion, national origin, gender, sex, sexuality, intersex variation, disability, age, and life experience. We encourage our employees to bring their authentic selves to work because we celebrate all our differences, support it, and thrive on it. This is how we dream and grow together.

Current vacancies