Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman Scheme is authorised to investigate complaints by residential and small business users of telecommunications and Internet services. The Telecommunications Industry Ombudsman Scheme is not a consumer advocate, but provides a free service to people who have been unable to resolve a complaint directly with their telephone or Internet service provider. Complaints authorised to be investigated by the Telecommunications Industry Ombudsman, include : * Billing; * Mobile services; * Internet access; * Pay phones; * Delays in telephone connections; * Printed and electronic White Pages; * Fault repair; * Privacy; * Credit control procedures; and * Breaches of the Customer Service Guarantee and Industry Codes of Practice Contracts. The TIO cannot handle complaints concerning : * The setting of tariffs and charges; * Privately owned telecommunications equipment; * Cabling, except cabling up to the rented handset; * Business directories; * Matters of telecommunications policy; and * The 000 emergency service.