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Ombudsman Judi Jones says, “I congratulate Minister Fletcher on his appointment to the Communications portfolio. His telecommunications industry experience and recent position as Parliamentary Secretary to the Minister for Communications are positive indicators for continued Government commitment to telecommunications safeguards for consumers.

“I look forward to working with Minister Fletcher on improving the phone and internet experience for all Australians during this time of telecommunications transformation.”

ENDS

The full report can be downloaded here: Reducing fraudsters’ theft of mobile numbers.

The result for all participating providers, 6.5 complaints per 10,000 services in Operation (SIO), has decreased 9.7 per cent when compared to January-March 2015 (7.2) and 14.5 per cent when compared to April to June 2014 (7.6). 

These results reflect the overall decrease in TIO new complaints, which reduced by 10.5 per cent during 2014-15. This is the lowest level of new complaints since 2007-08. 

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Among the top 10 issues raised by consumers, nine issues registered increases in complaints compared to the previous quarter. The largest increase was noted for no phone or internet service which increased by 44.1 per cent, followed by intermittent service or dropouts which registered a 21.1 per cent increase in complaints since Quarter 1. The TIO also saw complaints about mobile services jump by 23.2 per cent since the previous quarter. 

On 11 November, the Telecommunications Industry Ombudsman (TIO) celebrated NADIDOC Week by launching its REFLECT Reconciliation Action Plan (RAP).

For the TIO, this RAP shows the organisation’s deep commitment to embrace and promote the cultures, rights, and perspectives of Aboriginal and Torres Strait Islander peoples. It is also a chance to play our part in promoting the inalienable right of First Nations people to effective telecommunications, and their right to resolution of issues and disputes.

The latest credit assessments mystery shopping study by the Australian Communications and Media Authority (ACMA) shows telcos are making good progress in implementing strengthened consumer protection measures. 

Assessing ability to pay for a service is an important safeguard because it protects Australian consumers from committing to products and services they may not be able to pay for.  

Our submission to Department of Communications and Arts consultation on the Consumer Safeguards Review – Part B is available for download. 

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

The Outreach Team travelled to the Snowy Valley region to attend the Energy and Water Ombudsman NSW (EWON) roadshow. The TIO, along with many other organisations including EWON, the NSW Ombudsman, as well as Senior Rights Services, Services Australia and more set off to meet seniors based in Tumbarumba, Gundagai and Albury. This trip aimed to gather service providers together in these towns to offer a one-stop-shop to offer the elderly community support or assistance.

This content is under review and may not reflect current legislation and Codes.

Complaints we receive involving consumers with different needs include claims that a provider: