Consumer Safeguards Review
Part A: Consumer Redress and Complaints Handling
On 15 November, 2018 the Department for Communications and the Arts released the report on Consumer Safeguards Review Part A: Consumer Redress and Complaints Handling. The Board and the Ombudsman welcome the report’s recognition of the important role of the Telecommunications Industry Ombudsman.
The Board of the Telecommunications Industry Ombudsman has provided its response to the report to the Minister for Communications and the Arts and the Department of Communications and the Arts.
The Ombudsman is working with the Department to carefully consider and implement the suggested improvements in a way that strengthens the accessibility, effectiveness and fairness of the scheme. We caution that some of the changes should be considered when the impact of the ACMA’s Complaint Handling Standard is clearer, to ensure consumer access to complaint handling services is not reduced.
More information on the governance of the TIO and member decision making can be found in the fact sheet: Overview of Board and Member decision making