FCVic supports the Telecommunications Industry Ombudsman (TIO) Member Guidance on informing consumers about Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) but recommends a stronger consumer-first approach. We suggest using Plain English, ensuring accessibility via telecommunications provider apps and portals, making printed complaint process copies permanently available in stores, and standardising messaging on the TIO’s role. These changes will enhance consumer awareness and engagement with dispute resolution services.