Our submission to Department of Communications and Arts consultation on the Consumer Safeguards Review – Part B is available for download.
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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:
General Manager People and Culture, Gaye Wealthy, believes being awarded an Employer of Choice will make the TIO a competitive employer in the industry. “Our people will choose to stay with us because of the opportunities, their development and our EveryOne culture, where everyone feels safe and welcome. By retaining our people, and developing and building their capability, the TIO also evolves and grows as an organisation. This in turn will mean we deliver our services more efficiently and effectively.”
The Telecommunications Industry Ombudsman welcomes today’s announcement about enforcement action by the Australian Competition and Consumer Commission (ACCC) in relation to misleading telemarketing practices about transitioning to the NBN by BVivid.
BVivid has paid $25,200 in penalties after the ACCC issued it with two infringement notices.
Commenting on the appointment, Ombudsman Cynthia Gebert said, “I congratulate Minister Wells on her appointment to the Communications portfolio.
The communications sector has made significant advancements in consumer safeguards and creating an even playing field for all participants in telecommunications. Now we look to the future, and I look forward to working with Minister Wells on building trust and confidence in Australia’s communications sector.
"I thank Minister Rowland for her contribution and wish her all the best in her new portfolio."
A new pilot program is aiming to make it easier for vulnerable consumers to complain to Ombudsman services. Launching this month is the “Partnership Transfer Project”, a joint initiative of the Telecommunications Industry Ombudsman and Energy and Water Ombudsman Victoria.
Existing complaints about Red Telecom Pty Ltd (now Limni)
You should take urgent action to confirm with Vokal the status of your phone and internet services.
We will contact you to discuss the impact of the changes at Red Telecom Pty Ltd on your complaint.
Making a new complaint about Red Telecom
If you have a new complaint about your Red Telecom phone or internet service you should first try to resolve this with Vokal. If the complaint remains unresolved, contact us, we’re here to help.
Under this arrangement, Judi will continue to issue directions on land access objections and make decisions that are not already delegated to approved decision makers.
This decision is based on providing a smooth transition for the organisation until Cynthia Gebert commences in the Ombudsman role on Monday 2 May. During the transition period, the TIO will continue to focus on its purpose of delivering a fair, independent, and accessible dispute resolution service and improving outcomes for members and consumers.
The research, produced via a partnership between the Consumer Policy Research Centre (CPRC) and the TIO unearthed a suite of sobering assessments in relation to the vulnerability of the consumer market in the telecommunications industry.
The CPRC research revealed that 55 percent of Australians have experienced at least one problem with their telco in the last year – but of the quantum, 77 percent of customers chose not to make a complaint due to a sense that the process would be overwhelming.