Complaints we receive involving faulty services or equipment include claims that:
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These are all common complaints made to the Telecommunications Industry Ombudsman (TIO). In the last financial year, roughly one in three complaints we received was about a problem with a bill. In real terms, that’s over 39,000 complaints in one year.
One of these complaints was made by Steve*. He had trouble paying his bills which led to a range of issues with his telco.
“Meeting the needs of consumers impacted by family violence”, a report by the Telecommunications Industry Ombudsman, provides the findings of a systemic investigation.
The investigation found the needs of consumers experiencing family violence were not always met by the telcos’ standard systems and processes. The report details how the unauthorised disclosure of personal information can have dangerous consequences. It also reveals the impact of how an inflexible approach to providing the right financial help can contribute to financial hardship.
Complaints this quarter increased largely due to the impact of the Optus data breach. Complaints about the unauthorised disclosure of personal information jumped to the third most complained about problem during this quarter. Mobile complaints about non-financial loss such as stress and humiliation from a privacy breach increased significantly this quarter, along with problems about customer service, termination fees, and failing to cancel a mobile service.
Complaints we commonly receive about infrastructure used to connect a property to a telecommunications network include claims that:
Gender equality in the workplace is an important aspect of the Telecommunications Industry Ombudsman’s three-year Equality Diversity and Inclusion strategy. For the fourth year in a row, the TIO is proud to announce our compliance with the Gender Equality Act (2012), having recently completed the annual report to the Workplace Gender Equality Agency (WGEA).
Thu-Trang joins the Board as a Director with Consumer Experience, replacing Gordon Renouf who retired on 25 February 2024.
Thu-Trang brings more than two decades of experience to the TIO Board in social justice advocacy, strategic leadership, and regulatory expertise in private and public sector organisations in Australia and overseas. She serves as a Commissioner on the Victorian Building Authority Board and Victorian Liquor Commission, Board Director at auDA (au.Domain Administration Ltd.), and as a Board Director at Good Shepherd Australia New Zealand.
The Telecommunications Industry Ombudsman (TIO) Limited is pleased to announce Professor the Hon. Michael Lavarch AO has been unanimously appointed Independent Chair, and has succeeded Patricia Faulkner AO upon her retirement from the role on 14 July, 2019.
This content is under review and may not reflect current legislation and Codes.
Complaints we receive about pre-sale information or conduct include claims that: