The report reveals the TIO continues to see systemic issues involving one-size-fits-all processes, providers failing to meet or understand their legal obligations, and poor sales practices. These issues can lead to unintended consequences for consumers, including financial pressure and significant distress.
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Thu-Trang joins the Board as a Director with Consumer Experience, replacing Gordon Renouf who retired on 25 February 2024.
Thu-Trang brings more than two decades of experience to the TIO Board in social justice advocacy, strategic leadership, and regulatory expertise in private and public sector organisations in Australia and overseas. She serves as a Commissioner on the Victorian Building Authority Board and Victorian Liquor Commission, Board Director at auDA (au.Domain Administration Ltd.), and as a Board Director at Good Shepherd Australia New Zealand.
Our submission to the ACMA's consultation Artificial Intelligence in communications and media is available to download here
The Ombudsman Judi Jones' TIO Opening remarks Inquiry into the business case for the NBN and the experiences of small businesses Joint Standing Committee on the NBN can be found here.
The TIO's Consumer Panel met (virtually) for the second time last week. The meeting provided a timely opportunity to reflect on the impact of COVID-19 on complaints, and share knowledge about issues arising from the TIO's work and the work of Panel members.
Published in early February, the TIO’s submission to Treasury and the Department of Infrastructure, Transport, Regional Development, Communications, and the Arts (DITRDCA) supports the introduction of a mandatory scams Framework and sector specific codes for responding to scams.
The action by the Australian Competition and Consumer Commission (ACCC) to take Optus to court for allegedly misleading customers about the need to move quickly from its existing HFC network to the National Broadband Network (NBN) shows that consumers need adequate notice before their service is cut off.
Our submission to the Department's consultation on design options for Round 5A of the Mobile Black Spot Program can be found here.
Minister for Communications, the Hon. Michelle Rowland today announced a new Standard to be made by the Australian Communications and Media Authority. According to the new rules, telcos will be required to meet minimum standards for communication with customers during an outage, a move that the TIO called for in the wake of the Optus outage last year.
Ombudsman Cynthia Gebert said, “Telecommunication services are essential services – and when there is an outage, it’s imperative that customers receive timely and relevant information about their circumstances.”