Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Case study

Carla's complaint

Carla had a home loan application rejected because her provider had default listed her for a two-year-old, $1,000 phone account.

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Conciliations and investigations

If a complaint cannot be resolved through referral, we may conciliate or investigate it.

In 2012-13, this accounted for 10 per cent of all complaints (16,409). Of those:

  • 97 per cent were conciliations
  • 2.9 per cent were investigations, and
  • 0.1 per cent were conciliated for determination.
Conciliations and investigationsNumberPercentage
Conciliation15,92997
Investigation4712.9
Conciliated for determination100.1
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Why we conciliate or investigate

The main reason why we conciliated or investigated complaints in 2012-13 was because the complaint was unresolved. This was the case for 91 per cent of complaints.

The remaining 9 per cent of these complaints were conciliated or investigated because the provider did not respond to the complaint within the required time, or at all. 

Case study

Carla's complaint

Carla had a home loan application rejected because her provider had default listed her for a two-year-old, $1,000 phone account.

Read full case study