Fewer consumers are complaining to the Ombudsman about global roaming charges but a greater proportion are disputing bills of $5,000 or more, according to the Telecommunications Industry Ombudsman (TIO) quarterly publication, TIO Talks, released today.
Consumers who came to the TIO disputed $8 million worth of global roaming charges between 1 July 2011 and 30 September 2012. This is an average of $1.6 million per quarter.
The Australian Competition and Consumer Commission (ACCC) has announced Telstra and Belong have agreed to offer remedies to customers who signed up for National Broadband Network (NBN) speed plans that could not achieve the advertised speeds.
The ACCC is responsible for enforcing this undertaking.
Telstra and Belong have until Wednesday 6 December 2017 to notify affected customers.
The pilot Fairness and Satisfaction Surveys have now been running for over six months, with around 200 people responding each week. The surveys ask questions about a consumers experience of fairness and satisfaction with the TIO’s service, and collect demographic data on age, gender, and First Nations origin.
The Fairness Project Team is creating a vision for evaluating fairness at the TIO, and a methodology to measure the concept. The Team is currently trialling a series of questions emailed to a consumer or member at the end of a process. The questions are different for members and consumers, and are dependent on the stage of the complaint (for example, after referral or case management). All responses are anonymous.
The Telecommunications Industry Ombudsman receives many complaints from consumers about the speed of internet services delivered over the National Broadband Network (NBN).
If you have a complaint about your NBN speed you may be entitled to a remedy under recent legal agreement (undertaking) made by your provider.
This page offers guidance on how we take into account the undertakings given to the Australian Competition and Consumer Commission (ACCC) about advertising relating to the speed of NBN services.
Explore the interactive data dashboard
Read the Complaint Data Insights - October to December 2023
The most notable increases were in complaints related to a network outage and complaints about no phone or internet service, following the Optus Outage on 8 November 2023.
The Telecommunications Industry Ombudsman (TIO) has received a large volume of calls as a result of companies iBoss, AsiaPac and One Telecom entering administration over the weekend. We apologise for any inconvenience caused to any consumers who have been unable to contact us.
Customers of service providers that resold services from those companies, including ONESeniors, may have had their services disconnected.
If you are experiencing problems contacting your telco