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We help people and small businesses to resolve their phone and internet disputes.
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Under the new rules, providers will be required to offer more tailored assistance to consumers who struggle to make their payments. Providers will also be required to proactively identify consumers who may be experiencing hardship, and offer additional advice relating to hardship assistance.
The TIO received over 1600 complaints about financial hardship in the 2023 financial year, a slight increase on the previous year. The current cost of living crisis highlights the need to have adaptable and compassionate responses to hardship.
Most importantly, the form will ask for additional relevant information from consumers to add context to their complaint such as situational or enduring vulnerability.
Ombudsman Cynthia Gebert says that an updated complaint form is part of the TIO’s ongoing commitment to the principles of accessibility and inclusivity.
“We’ll be able to capture important data that allows us to respond most appropriately to the needs of the consumer so we can meet people where they are,” she said.
The Telecommunications Industry Ombudsman welcomes the ACCC’s Digital Inquiry report and the recommendation that the TIO take on the role of the digital platforms ombudsman.
“Project ECHO” (Excellence Complaint Handling Optimisation) is designed to enable the TIO to become a 21st Century Ombudsman by aligning the technological functions of the office to the modern requirements for effective and innovative complaint management and resolution.
The Telecommunications Industry Ombudsman notes the ACMA’s intention to issue a complaint handling standard and record keeping rules to improve complaint handling by telecommunications providers.
Ombudsman Judi Jones says she welcomes any measures that will improve the customer experience and drive better complaint handling practices.
ENDS
Note to editors
Complaints to the Telecommunications Industry Ombudsman decreased 16 per cent in July-September 2013, according to the latest issue of TIO Talks, released today.
The TIO recorded 35,756 new complaints. It has been almost six years since so few complaints were received in a quarter.
Complaints about mobile services decreased 19.9 per cent to 19,176. It’s the first quarter in more than three years that mobile complaints have dropped to less than 20,000. Complaints about coverage, the most common mobile user complaint, decreased 41 per cent to 4,068.
You can view and download our submission to the Regional Telecommunications Review 2021 via the link below: