Ombudsman and Senior Leadership Team
Our work is delivered by skilled and dedicated people, with the support of our Senior Leadership Team.
Judi Jones, Ombudsman
Judi Jones has held the role of Telecommunications Industry Ombudsman since March 2016.
Judi took up the role at a time when, after five years of decline, phone and internet complaints began to significantly increase across Australia. Under Judi’s leadership, the Telecommunications Industry Ombudsman has put delivering fair, independent and accessible dispute resolution at the heart of the organisation. Last year, the Telecommunications Industry Ombudsman dealt with complaints and enquiries from over 165,000 people and small businesses. The organisation facilitated the resolution of more than 127,151 referrals and finalised 16,604 escalated complaints.
Ms Jones is regarded as an international expert in alternative dispute resolution. She held the position as Chair of ANZOA, the peak body in Australia and New Zealand for 19 industry-based, parliamentary and statutory ombudsman offices, from August 2015 to November 2019.
Judi held the position of Electricity and Gas Complaints Commissioner in New Zealand for 14 years. As the inaugural Commissioner, Judi established a body seen as the leading scheme in the consumer dispute resolution sector in New Zealand.
Judi also held positions in New Zealand’s Advertising Standards Complaints Board and Appeal Board, Massey University’s Dispute Resolution Centre, the electricity industry’s Security and Reliability Council, and was Chair of Consumer NZ.
Judi holds a law degree and a Masters in Business Studies with Distinction in Dispute Resolution.
Executive Director Shared Services, Chief Financial Officer and Company Secretary
Gerard leads the teams providing our supporting services. This group provides legal, finance, information technology, and facilities services. Gerard has spent six years at the TIO and has more than 30 years’ experience as a senior finance professional in the commercial and not-for-profit sectors. He is Chief Financial Officer and Company Secretary with over 20 years’ and eight years’ experience in those roles respectively. He has served as a Director and Chair of a not-for-profit organisation.
Assistant Ombudsman, Early Resolution
James’ group is the first port of call for consumers unable to resolve complaints with their provider.
Most recently, James worked at Medibank in health program operations and complaint resolution. James previously worked at the TIO as Executive Officer to the Ombudsman and Manager Industry Improvement. He has also held regulatory roles at the ACMA and the Department of Immigration.
Assistant Ombudsman, Dispute Resolution
Mary leads our work in dispute resolution. Her teams of experienced Dispute Resolution Officers resolve complaints through conciliation and investigation.
Mary previously worked in health, higher education and in investigation and management of complaints at the Australian Health Practitioner Regulation Agency. She has participated in professional standards regulation for over 30 years as a decision maker, board member and chair.
Assistant Ombudsman, Improvement, Policy and Reporting
Belinda leads our work on reporting, data analysis, improvement and knowledge, policy analysis, and systemic issues investigations. She also leads communications, member and community services, strategy and regulatory affairs.
Belinda previously held senior roles at the Australian Securities and Investments Commission, the Australian Competition and Consumer Commission, and the Australian Energy Regulator where she led investigation, litigation, and market performance teams. She has practised law in the areas of corporations and consumer law and has more than 15 years of experience investigating corporate and market misconduct.
General Manager People and Culture
Gaye’s team provides the full People and Culture suite including learning and development, business partnering, employee experience, and equality, diversity and inclusion, and the design and execution of the People and Culture strategy for the TIO.
Gaye has significant experience across numerous industries and geographies and working in partnership with Boards, CEOs, executive teams, employees, and leading teams. Her focus is to ensure that organisational and workforce capacity, capability, safety, inclusive culture and relationships enable and support the achievement of strategic goals.
Head of Legal
Freyja leads a small legal team with responsibility for legal advice and compliance activities.
She has experience in telecommunications regulatory advice, competition and consumer law, intellectual property, privacy, employment, and administrative law. Freyja was previously a Special Counsel in the IP, Technology and Regulatory team at Thomson Geer. She was recognised as In-House Counsel of the Year in the 2018 Law Institute Victoria awards.