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Telecommunications Industry Ombudsman Consumer Panel

In March 2020, we established a consumer panel to provide us with access to diverse consumer perspectives to inform our work. 

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 insights gained will also help us inform our members, internet and phone providers, about current consumer issues about dispute resolution.

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

Who is on the Consumer Panel?

The Consumer Panel consists of 11 panel members who collectively provide a diverse representation of individual and small business consumers to inform our work. Canvassing insights from a diverse panel helps drive initiatives to make sure we continue to be an accessible and independent external dispute resolution pathway for individual and small business consumers.

The organisations and individuals on the panel represent a diversity of consumer views and have wide and trusted consumer reach, with well-established channels for communication and feedback. 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 is jointly chaired by the Ombudsman and Lynda Edwards as the Consumer Co-Chair. Lynda is Financial Counselling Australia's Financial Capability Coordinator and brings a wealth of knowledge and experience with disadvantaged and vulnerable consumers, particularly those in rural, remote and Aboriginal and Torres Strait Islander communities.

Current Consumer Panel members are:

  • Lynda Edwards - Financial Counselling Australia (Co-Chair)
  • Australian Communications Consumer Action Network (ACCAN)
  • Blind Citizens Australia
  • Consumer Action Law Centre
  • COTA Australia
  • Country Women's Association Australia
  • Financial Counsellors Association of WA (FCAWA)
  • Isolated Children's Parents Association of Australia
  • Legal Aid NSW
  • National Ethnic Disability Alliance
  • Council of Small Business Organisations (Australia).

If you have any questions, please email consumerpanel@tio.com.au with your query.