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  • Contact us - Mobile site
    victims or email disaster tio com au Free from landlines standard rates apply for calls from mobiles If you call from a mobile you can ask us to call you back Phone 1800 062 058 Free from landlines standard rates apply for calls from mobiles If you call from a mobile you can ask us to call you back Use our online complaint form You can also use this form to update us about your complaint Fax Send our consumer complaint form or a letter to 1800 630 614 Post Send our consumer complaint form or a letter to PO Box 276 Collins Street West VIC 8007 In person You can lodge a complaint by visiting our office at Level 3 595 Collins Street Melbourne No appointment is necessary We are close to public transport Our office is near Southern Cross Station and trams 30 31 109 and 112 stop outside the building We have wheelchair access Need an interpreter Call our hotline and we ll get one for you or call the Translating and Interpreter Service TIS at 131 450 Have a TTY machine Call us on 1800 675 692 You can preview the questions we will ask you

    Original URL path: http://m.tio.com.au/about-us/contact-us (2013-02-02)
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  • Industry codes - Mobile site
    View the full list of industry codes the TIO has the power to consider The code the TIO most frequently refers to is the Telecommunications Consumer Protections Code This is a code of conduct designed to ensure good service and fair outcomes for all consumers of telecommunications services in Australia Communications Alliance View some examples of TCP Code rules Industry codes and TIO complaints At all stages of a complaint the TIO uses codes to help understand and resolve complaints At the referral stage of a complaint Level 1 the TIO identifies code rules that may be relevant to a complaint If the details of the consumer s complaint suggest a code rule may not have been followed by a service provider the TIO records the code rule as a possible issue on the complaint record During the conciliation of a complaint Level 2 the TIO raises code issues with providers and consumers to help them settle on a resolution for a complaint For complaints that proceed to the investigation stage Levels 3 and 4 the TIO collects information and evidence about identified code issues We assess that material so we can formally decide if there has been a breach of code rules For more information view TIO factsheet Industry codes and TIO complaints How the TIO shares information about industry codes The telecommunications industry and other bodies use TIO code data to monitor industry performance and improve industry practice For TIO members the TIO publishes monthly reports on possible code issues and confirmed breaches of code rules on the TIO member portal The TIO also reports on code data to Australian Communications and Media Authority Communications Alliance Australian Competition and Consumer Commission Australian Communications Consumer Action Network Compliance with industry codes Providers must comply with codes that have been

    Original URL path: http://m.tio.com.au/members/industry-codes (2013-02-02)
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  • Small businesses - Mobile site
    annual turnover These figures are only a guide We recognise that each business is different We will also take into account the nature of the business and if that type of business is typically small or not for profit if the business structure is typical of a small business and if the issue in dispute is typical of a small business Please contact us if you are not sure if

    Original URL path: http://m.tio.com.au/consumers/small-businesses (2013-02-02)
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  • Complaint tips - Mobile site
    they told you Be open to compromise as your complaint may be sorted out more quickly Sometimes you will need to be prepared to wait while your complaint is being examined you can ask for a timeline to solve your complaint and for updates Continue to pay all charges that you would normally pay if you didn t have a complaint In most cases this would be the charges you would expect to pay for example your regular monthly minimum charge line rental or calls that you agree you made Tell the service provider which charges you will pay and which you disagree with If you pay by direct debit and you have a complaint about charges your service provider may be able to offer you another method of payment until your dispute is resolved If you are not happy with the outcome of your complaint ask to speak to a manager or contact the TIO If you You should Have an issue with your telephone mobile or internet service Try to solve your complaint with your telephone or internet service provider first Cannot get through to your service provider after trying a few times You are unable to make

    Original URL path: http://m.tio.com.au/consumers/sub-page-2 (2013-02-02)
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  • Information for consumers affected by bushfires - Mobile site
    complaint line 1800 062 058 Please be aware that bushfires may be treated as mass service disruptions This means that the normal timeframes that apply to the reconnection of services have been suspended and we may be limited in the assistance we are able to provide to you Tasmania Power outages as a result of bushfires in eastern Tasmania may be affecting a number of telecommunications services The Tasmanian Government

    Original URL path: http://m.tio.com.au/publications/blog/information-for-consumers-affected-by-bushfires (2013-02-02)
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  • Consumer tips for avoiding high global roaming charges - Mobile site
    costs involved Even if you have used global roaming previously it is still important to contact your provider as the costs can vary significantly between countries You can ask your telco to restrict your access to global roaming if this was previously set up Also find out how you can turn off global roaming and data settings on your phone To avoid international call charges for incoming calls you can

    Original URL path: http://m.tio.com.au/publications/blog/consumer-tips-for-avoiding-high-global-roaming-charges (2013-02-02)
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  • Roaming complaints down but disputed charges increase - Mobile site
    phone was connected to the hotel s wifi used it to connect a laptop to the internet When he returned to Australia he received a 38 000 bill a consumer who went overseas for a week long business trip and received an 18 000 bill on return Mobile roaming complaints to the TIO represented around 8 million in disputed charges over the past 15 months or an average of 1 6 million each quarter Some consumers who are travelling overseas for business or leisure are returning to telephone bills that are more costly than the trips themselves Ombudsman Simon Cohen said Where consumers have not been fully informed about the potential for these high charges and how they can protect themselves from these bills before international roaming is activated and while they are travelling the potential for substantial detriment is very clear Unexpectedly high international roaming charges are neither in the interest of individual consumers nor of service providers that are dealing with disputed debts that consumers did not expect and cannot afford While the recent decrease in complaints is positive there is a real potential for these to continue to increase over time if the problem is not thoroughly tackled There is potential for disputes about roaming charges to continue and increase as more Australians travel overseas and use their communication devices to stay in touch with family and friends or to conduct business According to the Australian Bureau of Statistics the number of Australians going overseas for short visits is increasing In 2011 12 there were more than 8 million short term departures from Australia an increase of 7 4 per cent from the previous year The continuing take up of smartphones and tablets is likely to increase international roaming usage and may increase disputes about the charges

    Original URL path: http://m.tio.com.au/publications/blog/roaming-complaints-down-but-disputed-charges-increase (2013-02-02)
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  • Complaint statistics July-September 2012 - Mobile site
    is good news for industry and consumers alike Ombudsman Simon Cohen said The challenge will be to keep up this positive customer service and complaint handling story over the summer months Mobile phone complaints still make up the majority to TIO complaints and coverage related issues continue to be the main complaint of consumers who come to the TIO There has been a 4 2 per cent increase in issues about mobile coverage reversing a trend of reductions over the last four quarters Across all services disputes about credit defaults and notification of impending defaults increased by almost 5 per cent and about 10 per cent respectively in July September 2012 compared to the previous quarter The minimum amount for which a consumer can default listed is now under consideration Currently a consumer may be listed for a credit default that lasts for five years for as little as 100 The TIO along with other Ombudsman services has recommended increasing the minimum amount of a credit default from 100 to 300 See Ombudsman calls to lift minimum default amount View July September 2012 dashboard Case study Elias complaint Elias contacted the TIO in August 2012 He told us that he moved house one month prior and was told by his provider that his landline service would be connected the day after he moved He told us that he identified as a priority assistance customer but despite numerous conversations with the provider the service hadn t been connected The TIO referred Elias back to the provider for an urgent response within two working days Elias returned to us and said that although a technician had attended within that time nothing had been resolved When we conciliated the complaint we clarifed the issues with both the consumer and the service provider Elias

    Original URL path: http://m.tio.com.au/publications/blog/complaint-statistics-july-september-2012 (2013-02-02)
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