Media Releases

May 26 1998
TIO membership reaches 500

Australian internet service provider Power Computers this week became the 500th member of the Telecommunications Industry Ombudsman (TIO) scheme, giving the TIO the authority to investigate consumer complaints against a total of 427 internet service providers, 13 telecommunications carriers and 60 telephone service providers.

Since the deregulation of the telecommunications industry in July last year, Federal Government legislation has required all telecommunications carriers and eligible service providers to be members of the TIO. Whilst member companies do not pay joining fees, TIO membership obliges them to fund the TIO scheme in accordance with the number and proportion of consumer complaints received against them.

Ombudsman Mr John Pinnock says that whilst all telephone carriers and service providers are now members of the scheme, there are likely to be a large number of small internet service providers who have not yet joined.

“It’s difficult to ascertain exactly how many internet service providers (ISPs) there are operating in Australia; estimates put the number at over 600,” said Mr Pinnock. “We know of around 136 ISPs who have so far failed to join the scheme, and these companies have now been referred to the Australian Communications Authority for a determination regarding this breach of the Telecommunications Act 1997.”

Mr Pinnock said the TIO is working towards 100 per cent coverage of eligible members. “Membership of the TIO is a fundamental feature of the self-regulated telecommunications industry,” said Mr Pinnock. “The greater the TIO’s coverage, the greater its capacity to take up consumers’ complaints. The majority of eligible members have willingly joined the scheme.”

The TIO was established in 1993 and receives a total of around 1,200 complaints a week about telephone and internet services. The TIO is a free and independent service. People with a complaint should first contact their telephone or internet service provider. If they are not satisfied with the result, they can lodge a complaint with the TIO on freecall 1800 062 058.

For further media information, please contact TIO Public Affairs on 03 8600 8738 or 0403 601 532.

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