COVID-19 precautions didn’t stop this important meeting from taking place. Panel members connected online to discuss the phone and internet issues affecting consumers across Australia from a variety of backgrounds and contexts.
Judi Jones, Telecommunications Industry Ombudsman and co-Chair of the Consumer Panel, found that many of the panel members could draw common themes between the problems different consumer groups are facing.
This information is currently under review
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.
When forming any view, assessing any evidence, or making any decision we consider:
The updated CHPs aim to strengthen existing procedures, address pain points and provide all parties who engage with the TIO clear pathways to timely and fair resolution. These changes are a key component of the TIO’s Fairness Commitment.
Let’s take a closer look at what’s changing and why these updates are important.
Referral Response Trial
A voluntary six-month trial that asks telcos to provide responses to the TIO about the referrals we send in the first stage of our complaints process.
The findings of the Independent Review recognise the TIO's role and success in improving consumer outcomes in the industry, and note the continuing high level of support for the TIO from stakeholders. The Review also provides valuable feedback on steps to improve the TIO’s performance, including reviewing processes to reduce case-handling times, and working to ensure that the needs of disadvantaged and vulnerable consumers are fully considered.
Telco complaints as a proportion of services in operation (SIO) increased 29 per cent in January-March 2016, but dropped 13.8 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman and Communications Alliance.
The January to March quarter generally sees an increase in complaints to the TIO. Seasonal factors contribute to increased complaint numbers, including summer weather events that can disrupt fixed line services.
The 2016-2017 Annual Report for the Telecommunications Industry Ombudsman is now available.
Australian residential consumers and small businesses made 158,016 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2016 to 30 June 2017). In this period, complaints about landline phones, mobile phones and internet services increased by 41.1 per cent.
We had robust discussions on a range of consumer issues about affordability, including misselling, financial overcommitment and financial hardship. Consumer Panel Members told us about the impacts to small businesses as financial grace periods start to lift and prices increase. Consumer Panel Members also told us about the important role telco services can play in assisting victims of family violence, such as being able to attend online court hearings, and the importance of financial hardship processes to keep consumers connected.
Ombudsman Simon Cohen today informed employees of a net staff reduction of 19 positions. The announcement follows a period of consultation with TIO staff. The response follows a fourth year of reduced complaints to the TIO.
This content is under review and may not reflect current legislation and Codes.
Complaints we receive about telecommunications contracts include claims that: