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“We are pleased to publish our submission to the Consumer Safeguards Review - Part C: Choice and fairness.
“As the independent dispute resolution scheme for the telecommunications industry, the complaints we receive from individual consumers and small businesses put us in a unique position to provide insights about choice and fairness.
Many people don't raise complaints with their telco, and for those who do, the process is lengthy and frustrating.
This research paper outlines survey findings commissioned by the TIO and undertaken by the CPRC to understand who experiences challenges with telco services in Australia and what the complaints experience is like for them.
The CPRC’s research reports:
Presenter: Cynthia Gebert, Ombudsman
Event: ACCC National Consumer Congress
Date and time: Thursday 16 June 2022, 9.35am
Duration: 10 mins
Transcript: Check against delivery
Media enquiries: TIO Media Team on 0437 548 540 or mediaenquiries@tio.com.au
If a consumer is concerned about the safety of their data with a telco, they should talk to their telco directly.
Consumers who have been affected by the cyber-attack on Optus, and where Optus has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information.
Between July 2020 and March 2022, the TIO received over 63,000 complaints about mobile services. The TIO’s Policy & Systemic Issues Team took a deeper dive into the data to identify the key drivers behind mobile complaints.
In this 45-minute webinar, we will share:
Leigh’s experience of Australia’s bushfire season is all too familiar. The Telecommunications Industry Ombudsman (TIO) has published a factsheet detailing information for bushfire affected consumers and the help available from phone and internet providers.
Closer to home, Leigh shares his experience as a Country Fire Authority (CFA) volunteer, and what he witnessed firsthand fighting the fires in Grafton NSW.
Leigh joined Strike Team 14-21, a convoy of CFA and New South Wales Rural Fire Service volunteers tasked with halting the fire heading towards Grafton’s town.
You’re invited to a conversation with the TIO: Defending phone and internet accounts from fraudsters
In the last financial year, the TIO received over 500 complaints from consumers who said they had fallen victim to fraud through their telco account. The TIO’s Systemic Investigation Team looked into these complaints to shine a light on the consumer experience and the challenges faced by telcos when defending phone and internet accounts from fraudsters.
In this 45-minute webinar, you will learn about:
Our submission to ACMA consultation on proposed changes to International Mobile Roaming regulations is available to download here.