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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.

Downloads

TIO Board response to Part A: Redress and Complaints Handling report

Report on Part A: Redress and Complaints Handling to Minster for Communications and the Arts

Telecommunications Industry Ombudsman submission to Part A: Redress and Complaints Handling report

Mobile Coverage

Mobile coverage

The Telecommunications Industry Ombudsman Systemic Investigations team was alerted to a potential issue regarding consumers mobile coverage, by customers of a specific provider.

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