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Independent Review 2017

The Telecommunications Industry Ombudsman (TIO) has undergone an independent review – as required by legislation

Independent Review Report

The review includes the views of the Telecommunications Industry Ombudsman’s many and diverse stakeholders, and reflects the environment of dynamic change occurring in the policy, technology and social sphere of the telecommunications industry.

The review confirms the Telecommunications Industry Ombudsman has built a high level of awareness and credibility and contributed to better consumer outcomes in a critical sector that continues to grow in importance for all Australians.

The review recommends the Telecommunications Industry Ombudsman takes a stronger stance to support the regulatory framework and significantly expands its systemic investigation capacity.

The Telecommunications Industry Ombudsman supports all of the recommendations made by the Independent Review and has already commenced implementation of some of them.

The Telecommunication Industry Ombudsman will continue to incorporate the findings and recommendations of the Independent Review in the operational priorities for the next financial year.

Purpose of the review

The Telecommunications Industry Ombudsman is committed to working effectively to meet the needs of consumers, its members and the telecommunications industry as a whole.

In 2014, the Telecommunications (Consumer Protection and Service Standards) Act 1999 was amended to include section 133A, which requires an independent review of the Telecommunications Industry Ombudsman Scheme to be conducted every five years, with the first review to take place this year.

The legislation requires the review to:

  • be conducted by a person who is independent of the Telecommunications Industry Ombudsman and the telecommunications industry
  • include public consultation as well as consultation with the ACMA and the Telecommunications Industry Ombudsman 
  • be given to the Telecommunications Industry Ombudsman who must give a copy to the Minister and publish the report on the Telecommunications Industry Ombudsman’s website.  


Melbourne-based consultancy cameron. ralph. khoury was engaged to conduct the review.

The review involved a public consultation and submissions from a range of stakeholders, including consumers, regulators and industry.

As part of the review the reviewers published a brief Issues Paper and invited interested stakeholders to provide written submissions. 22 submissions were received from industry, consumer advocates, regulators, and individual consumers.