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Publishing comparative complaints data

25 September 2013

The TIO is seeking stakeholder comments on a TIO proposal to publish its complaints data in ways that provide greater context and are more useful to stakeholders, including service providers, consumers and regulators.

The Consultation Paper: Publishing comparative complaints data outlines a proposed staged approach to publish TIO complaints data contextualised by the services in operation in the telecommunications industry:

  • in the first year, publication of contextualised data at a whole-of-industry level
  • in the first year, and possibly subsequent to publication of whole-of-industry data, publication would be extended to the 10 providers with the highest total number of TIO new complaints, drawing on data collected from providers by the TIO by mutual agreement, based on a survey model used by the ACMA, and
  • in subsequent years, publication of contextualised data from a broader sample of providers.

Submissions will be accepted until 5pm (AEST) on Friday, 11 October 2013.

Billing dispute and suspended service

Case Study Small Business

A small business had their internet services deactivated due to a misunderstanding on billing.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614