Telecommunications
Buying a mobile phone
Before you buy a mobile phone think about why you need one. This will help you to choose a handset and a call plan that best suits you. Shop around, compare prices and services offered by the different network providers, before making a decision.
Top of pageMobile phone handsets
The Telecommunications Industry Ombudsman (TIO) has powers to investigate complaints about mobile phone handsets supplied as part of a bundled service most commonly as part of a fixed term contract.
The TIO can be contacted by visiting their website at www.tio.com.au or
by calling 1800 062 058.
Where you own your phone outright, ie you paid for the phone up front or your contract has expired, the TIO has no jurisdiction to investigate and you can contact the Office of Fair Trading for assistance.
Internet Service Provider (ISP)
Consumers who are unable to resolve disputes with their ISP can contact the Telecommunications Industry Ombudsman (TIO). Complaints and disputes between consumers of telecommunications services can be settled independently by mediation and arbitration by the TIO.
Excessive bills
Firstly, a consumer should contact their local supplier. If their complaint is not resolved the Telecommunications Industry Ombudsman can then be contacted.
Connection delays
In the first instance, consumers should contact their supplier. If their complaint is not resolved, the Telecommunication Industry Ombudsman can then be contacted.
190 numbers
To inquire or lodge a complaint about the message content or advertising of any 190 service, contact can be made with the Telephone Information Services Standards Council (TISSC) by visiting their website at www.tissc.com.au or by calling (02) 9211 4377 or 1300 139 955.
When things go wrong
Consumers who have a complaint with a telecommunications provider should contact the provider to try and resolve the matter in the first instance.
If the matter remains unresolved, the Telecommunications Industry Ombudsman (TIO) can assist with complaints concerning the following:
- Telephone accounts (land lines)
-
Mobile phone accounts
- Service difficulties
- White page entries
- Privacy issues, for example – nuisance calls
- Internet access and billing by service providers
- Land access by telecommunication carriers.
The TIO can be contacted by visiting their website at www.tio.com.au or
by calling 1800 062 058.