The Board of the Telecommunications Industry Ombudsman is pleased to announce Cynthia Gebert has been appointed to the role of Ombudsman for a five-year term. Ms Gebert is an experienced leader and succeeds Judi Jones, who recently resigned after six years of service to the organisation. Ms Gebert will commence in the role on 2 May 2022.
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When relevant to investigating and resolving complaints, the Ombudsman may take into account the safeguards and obligations in the following Codes:
The Telecommunications Consumer Protections Code C628:2015
The Telecommunications Consumer Protections (TCP) Code sets minimum standards on:
Our submission to the TIO supplementary submission to JSC re business case for NBN and experiences of small businesses can be found here.
Robocalls saying your services will be disconnected due to the NBN
Recently, the Telecommunications Industry Ombudsman has seen a trend of consumers reporting that they received an automated “robocall” telling them their internet and landline services will be disconnected due to the National Broadband Network.
Here’s one example of the automated call:
The Telecommunications Industry Ombudsman (TIO) has received a large volume of calls as a result of companies iBoss, AsiaPac and One Telecom entering administration over the weekend. We apologise for any inconvenience caused to any consumers who have been unable to contact us.
Customers of service providers that resold services from those companies, including ONESeniors, may have had their services disconnected.
Consumers made 193,702 new telco complaints in 2011-12, a decrease of two per cent on the previous year, according to the 2012 Telecommunications Industry Ombudsman (TIO) Annual Report, published today.
Complaints about mobile phones increased by nine per cent to 122,834 from 112,376 in 2010-11.
Explore the interactive data dashboard
Read the Complaint Data Insights - October to December 2023
The most notable increases were in complaints related to a network outage and complaints about no phone or internet service, following the Optus Outage on 8 November 2023.
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:
The Government’s response supports a range of telco sector improvements and identifies the critical role the TIO plays in the sector. Specifically, the TIO will support the delivery of its recommendations: