Ms Bashi began her career as a Telstra Graduate, and has developed her career into a senior customer experience and product marketing executive. She has over 25 years’ experience with leading international telecommunication brands, and extensive business transformation experience. Her strengths are in building high-performance teams with a track record in delivering results within challenging environments.
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Residential consumers and small businesses who experience connection issues or associated problems when migrating to the national broadband network should talk directly to their service provider as early as possible.
Consumers made more than 124,000 complaints about mobile, internet and landline services last financial year, the Telecommunications Industry Ombudsman (TIO) reported as it launched its Annual Report 2014-15 today.
While the total number of complaints about telcos dropped 10.5 per cent in 2014-15, Acting Ombudsman Diane Carmody said there was still room for improvement in the telecommunications industry.
You can view and download our submission to the Regional Telecommunications Review 2021 via the link below:
The Australian Competition and Consumer Commission (ACCC) has announced Vodafone has agreed to offer refunds to customers who were charged for third party content they had not agreed to buy or had purchased unknowingly.
The ACCC is responsible for enforcing this undertaking.
This undertaking applies to Vodafone third party content available between 1 January 2013 and 1 March 2018.
Consumers who contact the Telecommunications Industry Ombudsman (TIO) report repeated and time-consuming contacts with telecommunication service providers to try and solve their complaints.
The TIO research paper, Resilient Consumers, reported on a survey of more than 500 consumers who lodged complaints with the TIO between July and August 2010. The survey found:
Whilst these can’t be revealed in full yet, here’s a sneak peak into our ‘M’ value – Make it easy. For consumers, this means ensuring the Telecommunications Industry Ombudsman offers a dispute resolution service that is accessible to everyone.
New Assistant Ombudsman of Early Resolution James McDonald explains his goal to make the TIO the most accessible dispute resolution service.
Read the submission (PDF, 361KB)
The proposed TCP Code improves on the current code, but it falls short of meeting community expectations for an essential services sector. Significant changes are required to ensure a strong consumer protection framework that will benefit both consumers and the telco industry.
The Australian Competition and Consumer Commission (ACCC) has announced iiNet and Internode have agreed to compensate their customers who were misled about maximum speeds they could achieve on certain NBN plans.
The ACCC is responsible for enforcing this undertaking.
iiNet and Internode have until 27 April 2018 to notify affected customers by email or letter.
This process innovation arose from Recommendation 11 in last year’s Independent Review of the TIO. The recommendation called for the TIO to follow up with consumers after their complaint had been referred to their telco. To deliver the proposed outcome, the TIO began an exploration into the use of automation and “bots”.