1 September 2021
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 report identifies four key areas of improvement for providers in responding to consumers in financial hardship:
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7 Aug 2025
The Telecommunications Industry Ombudsman (TIO) released the report Keeping connected – Experiences of telco consumers in financial hardship. Drawing on more than 900 complaints, the report found telcos do not always provide consistent support to consumers experiencing financial hardship.
22 June 2023
The Telecommunications Industry Ombudsman (TIO) released a review of three years of systemic investigations, identifying recurring issues affecting consumers and recommending stronger consumer protections, improved regulation and a registration scheme for telco providers.
