Systemic publications

The Telecommunications Industry Ombudsman (TIO) today released the report ‘Keeping connected – Experiences of telco consumers in financial hardship’.

The Telecommunications Industry Ombudsman (TIO) today released the report ‘A time for change – Three years of systemic investigations in review’, calling for improved consumer protections through stronger regulation in the telco sector, and the establishment of a registration scheme for telcos.

The Telecommunications Industry Ombudsman (TIO) today released a thematic review on financial hardship complaints. The review shows between 1 April 2021 and 31 March 2023, the TIO received over 3,000 complaints from consumers experiencing financial hardship.

The Telecommunications Industry Ombudsman (TIO) today released a report highlighting the key drivers behind complaints about mobile services. The report is in response to a shift in complaint trends, with mobile services becoming the dominant complaint type.

The Telecommunications Industry Ombudsman (TIO) today released a report on systemic investigations into fraud enabled through phone and internet accounts.

The Telecommunications Industry Ombudsman’s latest systemic investigation reveals while most telcos have robust policies for dealing with financial hardship, the policies are not always applied consistently. Consumers in vulnerable circumstances continue to experience barriers when accessing support.

The Telecommunications Industry Ombudsman’s (TIO) latest systemic investigation report reveals the problems with telco sales practices that can lead to consumers signing up for products or services they don’t understand or need.

Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe are some of the challenges facing telcos when resolving phone and internet problems.

Since the start of the COVID-19 pandemic in March 2020, Australian residential consumers and small businesses have relied on phone and internet services more than ever.

Small businesses experiencing financial loss, signing up to unsuitable plans, breakdowns in communication when fixing faults, and lack of a suitable backup plan when phone and internet services are disrupted are issues highlighted in the Telecommunications Industry Ombudsman’s latest report: “Addressing the causes of small business complaints” published today (Wednesday 3 June, 2020).