The TIO supports stronger internal dispute resolution by telecommunications providers, backed by effective regulation and enforcement by the ACMA. The submission argues that providers should be responsible for resolving complaints in the first instance, while the TIO continues to play an independent role in resolving disputes that cannot be settled directly.
The submission also calls for the retention of the TIO’s referral process, which helps consumers and providers resolve complaints efficiently before formal dispute resolution is required. It notes that the process supports vulnerable consumers, reduces barriers to seeking assistance and helps identify emerging systemic issues across the telecommunications sector.
The TIO recommends retaining the industry-based Ombudsman model, continuing independent public reporting of complaints and systemic issues, expanding the TIO’s powers to award compensation for non-financial loss, and introducing a registration scheme for telecommunications providers to improve accountability and consumer protection.