Search

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.”

If you are a victim survivor of domestic and family violence, you can expect support from your provider that recognises your situation and puts your safety first.

The most common complaints we see from victim survivors involve:

The new process is expected to go live on 1 July 2023, and we will have another update about joinder criteria in early 2023. Key features already locked in include:

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.  

You can find our upcoming events below:

This information is currently under review

Purpose

The purpose of these Procedures is to make sure we make decisions that achieve our aim to handle Complaints in a fair, independent, economical, informal and fast way.

Introduction

When forming any view, assessing any evidence, or making any decision we consider:

Telecommunications complaints have hit an eight-year low, according to figures released by the Telecommunications Industry Ombudsman (TIO) today. The TIO received 29,560 new complaints in October-December 2014, the quietest quarter since July-September 2007, when 26,632 new complaints were recorded.

The results continue a three-year decline in complaints. The last quarter saw a 21 per cent drop in billing complaints for mobile services (to 1,984). The TIO also recorded the lowest number of new complaints about mobile coverage problems since April-June 2010 (1,546).

See ACCAN's release: Retail registration scheme a must for Aussie Telcos

The telecommunications sector does not have a registration, authorisation, or licensing scheme for service providers that sell directly to consumers. Providers should be required to demonstrate they can satisfy the minimum capabilities required to deliver such an essential service to consumers in Australia. 

Commenting on the enforcement of ACMA’s new telco rules being enforced from today (21 September 2018) 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 ACMA’s rules give clear guidance to telcos about its expectations under the new rules, and provides a strong framework to resolve problems if these arise. 

“We will take the ACMA’s new rules into account when dealing with complaints.”