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Telecommunications Industry Ombudsman Consumer Panel

We are establishing a consumer panel to provide us with access to diverse consumer perspectives to inform our work. The insights gained will also help us inform our members, internet and phone providers, about current consumer issues about dispute resolution.

The purpose of the Consumer Panel is to provide us with feedback about the individual and small business consumer experience of phone and internet services and products, and how we handle complaints.

The Consumer Panel Terms of Reference outline how the panel will work.

Seeking expressions of interest by Wednesday 6 November 2019

We are seeking expressions of interest for appointment to the Telecommunications Industry Ombudsman Consumer Panel.

What are we looking for in a Consumer Panel member?

The Consumer Panel will consist of up to 15 members who collectively provide a diverse representation of individual and small business consumers to inform our work. Canvassing insights from a diverse panel will help drive initiatives to make sure we continue to be an accessible and independent external dispute resolution pathway for individual and small business consumers.

We are looking for organisations or individuals that contribute to diversity of consumer views and can demonstrate wide and trusted consumer reach, with well-established channels for communication and feedback. It is intended that the Consumer Panel represent a diverse range of perspectives, minority groups and special interests, including but not limited to:

  • Aboriginal and Torres Strait Islander consumers
  • consumers living in rural, regional and remote areas
  • consumers with disabilities
  • culturally and linguistically diverse consumers
  • older consumers
  • small business consumers
  • vulnerable and disadvantaged consumers
  • young consumers.

The Consumer Panel will be jointly chaired by the Ombudsman and a Consumer Co-Chair. The Consumer Co-Chair will be appointed as part of the panel member selection process and may be eligible for an honorarium.

The selection criteria for appointment of panel members is set out in clause 9 of the Consumer Panel Terms of Reference.

When are expressions of interest due?

Expressions of interest are due by close of business Wednesday 6 November 2019.

Panel member applications will be considered during November, with the inaugural meeting intended to take place by the end of 2019 or in early in 2020. Applicants will be advised when the date is confirmed.

How to submit your expression of interest

Please email your application to, outlining:

  • how your unique contribution and perspective will benefit the work of the Consumer Panel
  • how you meet each of the selection criteria in clause 9 of the Consumer Panel Terms of Reference
  • the name and contact details of two referees.

If you have any questions, please email with your query.