What is the SIP Regime?
The SIP regime came into effect on 1 July 2020. Its purpose is to support the Universal Service Guarantee, which aims to ensure people across Australia have access to broadband and voice services.
What is a Statutory Infrastructure Provider (SIP)
A SIP is a carrier designated for a particular area under the SIP rules. These rules set out key obligations for the SIP to connect and supply services at minimum speed.
For our Victorian-based teams, the personal and the professional continued to collide as the pandemic extended our time of working from home. Our West Australian-based teams had the opportunity to settle in and establish our Perth presence, seeking to expand our operating hours and make deeper connections with the community in the West.
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.
Commenting on the ACMA’s Compliance and Enforcement statement of approach announced today (22/08/2028), Ombudsman Judi Jones says, “Residential consumers and small businesses want migration from their old phone or internet service to a service delivered over the National Broadband Network to go well.
“The Telecommunications Industry Ombudsman supports the ACMA’s statement of approach which gives clear guidance to telcos about its expectations under the new rules, and provides a strong framework to support dispute resolution.”
Between January and December 2018, residential consumers and small businesses made 1,729 complaints to the Telecommunications Industry Ombudsman about misleading conduct involving services delivered over the NBN.
The investigation into misleading telemarketing practices found high pressure sales tactics are being used to commit consumers and small businesses to phone and internet contracts they don’t want, don’t need, or can’t afford. The impact of these tactics is particularly felt by some older consumers who don’t use the internet at home.
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
Download the Quarter Three Complaints Report
Problems with internet services increased 8.5 per cent compared to the previous quarter. Internet complaints about having trouble getting connected to the NBN network, and experiencing problems with service quality once connected, increased 13 per cent.
We look for ways to reach people, small businesses, and communities who need our help by finding and connecting with community organisations. We build relationships with organisations who have built trust with the communities they support.
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