The Board is chaired by an Independent Director and contains a balanced mix of Directors with industry and consumer experience, an Independent Director with not-for-profit governance experience and Independent Director with commercial governance experience. The Board has adopted a charter that set out its roles and responsibilities.
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The Telecommunications Industry Ombudsman receives many complaints from consumers about the speed of internet services delivered over the National Broadband Network (NBN).
If you have a complaint about your NBN speed you may be entitled to a remedy under recent legal agreement (undertaking) made by your provider.
This page offers guidance on how we take into account the undertakings given to the Australian Competition and Consumer Commission (ACCC) about advertising relating to the speed of NBN services.
On 11 November, the Telecommunications Industry Ombudsman (TIO) celebrated NADIDOC Week by launching its REFLECT Reconciliation Action Plan (RAP).
For the TIO, this RAP shows the organisation’s deep commitment to embrace and promote the cultures, rights, and perspectives of Aboriginal and Torres Strait Islander peoples. It is also a chance to play our part in promoting the inalienable right of First Nations people to effective telecommunications, and their right to resolution of issues and disputes.
The TIO recorded 33,141 new complaints from January to March 2015, a 12.1 per cent rise on the previous quarter, but a reduction of 8.6 per cent on the same quarter in 2014, according to Telecommunications Industry Ombudsman (TIO) figures released today.
“We received an increase in new complaints this quarter, but this is in the context of the continuing decrease in new complaints year-on-year,” Ombudsman Simon Cohen said.
Minister for Communications, the Hon. Michelle Rowland today announced a new Standard to be made by the Australian Communications and Media Authority. According to the new rules, telcos will be required to meet minimum standards for communication with customers during an outage, a move that the TIO called for in the wake of the Optus outage last year.
Ombudsman Cynthia Gebert said, “Telecommunication services are essential services – and when there is an outage, it’s imperative that customers receive timely and relevant information about their circumstances.”
Between July 2020 and March 2022, the TIO received over 63,000 complaints about mobile services. The TIO’s Policy & Systemic Issues Team took a deeper dive into the data to identify the key drivers behind mobile complaints.
In this 45-minute webinar, we will share:
Our submission to the House of Representatives - Standing Committee on Communications and the Arts' Inquiry into 5G in Australia is available to download here.
The report identifies four key areas of improvement for providers in responding to consumers in financial hardship:
- Accessible, proactive and timely hardship assistance
- Effective hardship arrangements that factor in consumers’ circumstances
- Payment plans recorded and applied accurately
- Regular engagement with consumers to support better outcomes