The Telecommunications Industry Ombudsman (TIO) Scheme is a free, independent alternative dispute resolution scheme for residential consumers and small businesses. It deals with complaints relating to telephone (landline and mobile) and internet services, including the NBN.

Before lodging a complaint with the Telecommunications Industry Ombudsman, a consumer must ask their telephone or internet provider to fix the problem and give them a chance to do so.

The TIO Scheme may be able to help resolve issues relating to:

Complaints can be made online via the TIO complaints webpage, by calling 1800 062 058, or by email, fax, or post. Tips for billing complaints about mobile services are available on the TIO website. The TIO Scheme can also help people and businesses impacted by bushfires or other natural disasters.

Suppliers of telecommunications products to consumers are bound by the Telecommunications Consumer Protections Code (TCP Code). The Code is intended to protect the rights of consumers and small businesses in relation to advertising and sales practices, contracts, billing practices, credit assessment, debt management, and changing suppliers. A separate Telecommunications (Financial Hardship) Industry Standard 2024 (Cth) commenced in March 2024 and replaces the financial hardship-related obligations in the TCP Code.

Complaints handling was previously covered by the Code, but since 1 July 2018 has been provided by industry standards, namely the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 (Cth) and the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018 (Cth). The Australian Communications and Media Authority determined these standards and rules under the Telecommunications Act 1997 (Cth).