Telecommunications Industry Ombudsman

Spoke to Lani, who listened patiently to my ongoing concerns. The problem was sorted within 24 hours, so thank you so much for the great service. Lani, you are a terrific Team Member for TIO.

I have been complaining about Telstra for years and they have pretty much done nothing to help I don't know why they even have a job there they do not help the people they might delay the inevitable of nothing but that's about all

An organisation of people who come across very nasty upon answering of call. Also do not explain situation or let you explain yours fully.

The most useless organisation I have ever dealt with. Have absolutely no power or skills required to investigate anything. Twice I have tried to work with this organisation to get a phone line on my property connected and even though the infrastructure is there on my property they have been unable or unwilling to resolve the issue. There is really no point in registering a complaint. They even took 8 weeks to assign some one to handle the complaint. If I could award them zero stars I would.

Terri who handled my case was the most unprofessional and unpleasant lady I have ever dealt with. Constant lies and thinks she is the Queen the way she speaks down to you. If you get her ask for someone else. 5 months I had to deal with this Muppet. 5 months of hell. Made a formal complaint have
Herd nothing.this lady is about as usual as an ashtray on a motorbike.ashtray is more usefull

Long ago i had big grief over from them and i would advise stay away if you need any help best solve yourself if you dont want grey hair and stress i had terribile experience that went to court was also spoken and treated without respect and diginity as a human but as others say here is no worth this place as failed to help but gave big grief never will change

Telecommunications ombudsman's are great
They resolve any issue you may have with your providers
I am so thankful l have had a few issue they where absolutely on the money everything keep up great work
Be safe

Do not trust TIO. They actually do support and take sides of Telstra. I represent a small business. Telstra phones fail frequently and I was patient with Telstra for 4 months! Providing Telstra with information about THEIR CONNECTION and they keep me on hold for 45 minutes just to answer my calls. Eventually TIO Adjudicator Peter Williams said that in his view it was UNREASONABLE for me to withdraw from troubleshooting after 4 month! He literally took sides with Telstra and said that I should have not changed the phone supplier after 4 months of inconclusive troubleshooting! When I call TIO to object, ignores me and does not even return my call. Great job TIO. Do not trust these people.

Amazing! I spoke to Kristina who was extremely efficient and understanding. The core and essence of customer service. After trying to resolve this for weeks with Vodafone unsuccessfuly, this service arranged the refund that I was entiltled to within 24 hours. I cannot thank them enough!

Don't bother going through them to get a complaint sorted. They side with nbn and telstra every time. Waste of money to have them.

Don’t bother going to them to get a complaint sorted. They always side with Optus and don’t do anything. ITO closed a case without solving the problem and always sided with Optus. They say that they are fair but that is a lie. They are useless and don’t do anything.

Shouldn’t an Ombudsman treat both parities fairly. There was a lack of communication and they reply to my emails after a month. 0 stars

I've tried to further my complaint but i just ended up on hold for an hour today with no answer. I'd expect tio to atleast notify where in the que and break up the horrible bell hold tune from the old 1980's commander systems with some kind of reasonable messages of assurance someone will answer when they can.

I had trouble with Telstra that went on for more than three months with wrong billing etc and computer access problems. The stress and time trying to sort this out was unbelievable. I contacted the Telecommunications Industry Ombudsman who were fantastic. They resolved my problems which included a sizable refund. I simply could not have done it without the TIO.
I can't recommend them highly enough because a phone is an essential service.

My dispute was completely fobbed off and not even presented to the telco. The new terms of reference dont allow for that kind of dispute apparently but when I asked for specific sections of the terms of reference that explain things I got a round about answer that didn't answer my question. When asking for a full review by a manager I got a response from a "specialist" who just lazily went back over everything and defended her colleagues. Looks like the TIOs spine has gone missing and so has their hiring processes. I would give negative 1 million stars if I could.

Refuses to take any more Complaints from me, as they said I already made 20x Complaints in 10x years, "which is more than most other people" (their words). Now I am using a fake name, DOB and email address to lodge new complaints, and this works splendidly. However, I shouldn't have to lie to Lodge new complaints.

Edit: Have made a disability discrimination complaint due to their poor response and not apologising.

Discriminatory. Outright refused to provide disability friendly documentation.

Also, the complaints staff appear highly defensive rather than conciliatory. And frankly, they peddled some ludicrous BS to me.

Employment ended after I had made two complaints about my manager due to the way he spoke to me throughout my training and the lack of support he provided, rather than investigating the matter and acting fairly, they chose to terminate my employment as the manager no longer wanted to work with me after knowing i had raised concerns and said "the trust is broken". On the surface the company promotes inclusion, fairness and collaboration but in reality the way they treated me was the complete opposite. When I asked why my employment was suddenly being terminated, as their had been no previous concerns raised with me and only received great feedback regarding my work, they could not provide an answer. I was in my probation period and I feel they did not execute their own values in this situation, and the HR team did not act in line with Fair Work best practice by not investigating the matter and ending probation suddenly with no previous discussions, when it should be core responsibility. This all took place after the Victorian State of Emergency was announced, they constantly promote mental health and 'going easy' on employees during this time, however were quick to end my employment after i had left a secure role all because the manager pushed for it.

Shouldn't an Ombudsman organisation know to investigate matters and treat both parties fairly when concerns are raised and examples provided, especially for in-house employees? Terminating me under probation for no valid reason may have been the easier option but this goes against their own values, Fair Work best practice and descent human courtesy especially during a pandemic!

I initially placed a review for the Telstra business centre in the CBD and it somehowe ended up here - will repost on the business centre again.

Very helpful woman on the phone, resolved my enquiry/problem and also suggested another line of avenue to pursue if I wanted 10/10

Horrible customer service from their agents and they have no complaint handling skills. I’ve been advised it will take up to 9 weeks to have my matter investigated due to “high demand” of escalated complaints. Terrible service.