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The Minister for Communications, the Hon. Michelle Rowland, today announced reforms that will allow the Australian Communications and Media Authority (ACMA) to take direct enforcement action for breaches of industry Codes without first having to issue a direction to comply. The Government will also increase maximum penalties for breaches and establish a Carriage Service Provider (CSP) registration scheme.

The ACMA found that Urban Telecom contravened two clauses of the Telecommunications Consumer Protections Code. Firstly, for failing to ensure that its sales representatives are appropriately trained to promote and sell in a fair, transparent, responsible and accurate manner. Secondly, for failing to keep appropriate records.

Consumers who have been affected by the cyber-attack on Tangerine, and where Tangerine has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information. 

Consumer complaints to the Telecommunications Industry Ombudsman (TIO) reached a five-year low in 2012-13, according to the TIO annual report released today.

The TIO received 158,652 new complaints about landline, mobile and internet issues in the 2012-13 financial year – an 18.1 decrease on the previous year.

There was a 25.6 decrease in the number of complaints received about mobile phones – or more than 31,000 fewer complaints. Mobile phone complaints accounted for 57 per cent of new TIO complaints.

What is Human Centred Design?

HCD is an approach to problem solving. HCD develops solutions to problems by involving the human perspective in all steps of the problem-solving process. This is how your experience using our service will help us improve the way we help our community.  

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The report “Helping telco consumers sign up to the right phone and internet products” found: 

Following the December 2020 release of the Systemic Investigation “Meeting the needs of consumers impacted by family violence”, work continues at the TIO to understand and respond to family violence when impacting phone and internet complaints.