Presenter: Cynthia Gebert, Ombudsman
Event: Telecommunications Society (TelSoc) lunchtime webinar series
Date and time: Thursday 21 September 2023
Duration: 30 mins
Media enquiries: TIO Media Team on 0437 548 540 or email.
I acknowledge the Traditional Owners of Country throughout Australia, and recognise their enduring connection to land, water, culture and community.
Presenter: Cynthia Gebert, Ombudsman
Event: April 2023 meeting of the Economic Abuse Reference Group
Date and time: Tuesday 4th April 2023, 11.00am
Duration: 15 mins
Media enquiries: TIO Media Team on 0437 548 540 or via email
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.
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:
The TIO looks forward to working with Government on the development of a fair and reasonable compensation scheme in line with the Senate report’s recommendations, balancing the expectations of the community and telecommunications providers.
We strongly support the Committee’s recommendation that the Customer Service Guarantee (CSG) be reviewed and updated by Government so that it reflects how people need and use telecommunications services.
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:
The new brand and logo are designed to unify the Telecommunications Industry Ombudsman’s diverse stakeholder community and represent all parties in the complaint resolution process. The identity blends a number of visual concepts together: the wider community and membership; authority and strength; cooperation and inclusion; growth and evolution; and helping all parties to find a clear way forward.
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 Regional Tech Hub provides independent advice and support to help regional Australians navigate phone and internet options and technical issues. This initiative recognises the unique technological operating environment in regional Australia and helps to ensure regional Australians are supported to realise the benefits of connectivity. Support is available via the Hub’s website, phone line, and social media pages.
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.