As the cascade effects of COVID-19 impact Australia’s phone and internet, the telecommunications industry Ombudsman is helping vulnerable and at-risk residential consumers who can now call 1800 046 686 or 03 8600 8308 for assistance with unresolved phone and internet complaints.
Vulnerable and at-risk issues for residential consumers are identified as:
- Having a serious medical condition, or a registered priority assistance service
- Not having an ongoing mobile or internet issue poses a specific safety risk, or
- Needing urgent financial hardship support from their provider.
Residential consumers with an unresolved phone or internet complain that is not urgent, call 1800 062 058 or visit: www.tio.com.au
Phone and internet providers are currently facing unprecedented pressure and demand for their services and customers are increasingly reliant on being connected. Consumers have a better chance of getting a non-urgent complaint resolved if providers have an opportunity to address the complaint before it is escalated to the Ombudsman.
Residential consumers with an unresolved or internet complaint that is not urgent, call: 1800 062 058 or go online: www.tio.com.au
The timeframe for providers to respond to urgent complaints from vulnerable and at-risk consumers is unchanged at two business days.