In a wide ranging and incisive discussion, Floyd Carvalho from Superloop, Mary Glikin from Optus, and Amy Childs from Telstra, unpacked the often-invisible barriers that prevent consumers from getting the support they need.
“Scripted sympathy doesn’t work” said Ms Glikin, when asked about how to meet consumers where they are. “We need ensure that our teams have effective escalation pathways”, she added.
We are a free and independent service. That means you don’t pay and we don’t take sides.
Contracts: Did you agree to something that you did not get?
Bills: Do you think your bill is wrong or are you having trouble paying it?
Complaints to the Telecommunications Industry Ombudsman, as a proportion of services in operation (SIO), were 9.0 complaints per 10,000 for report participants, for the period April to June 2017. This is up from 8.4 for the period January to March 2017.
The Telecommunications Industry Ombudsman (TIO) provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia.
The Telecommunications Industry Ombudsman (TIO) has received a large volume of calls as a result of companies iBoss, AsiaPac and One Telecom entering administration over the weekend. We apologise for any inconvenience caused to any consumers who have been unable to contact us.
Customers of service providers that resold services from those companies, including ONESeniors, may have had their services disconnected.
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 Telecommunications Industry Ombudsman is now unable to take new complaints or progress unresolved or outstanding matters about Epic Broadband.
If you have a new complaint about direct debits made to Epic Broadband please address your concerns with your financial institution. The Australian Financial Complaints Authority may also help with complaints about payments or direct debits.
Posted 11 May 2021
“I am passionate about driving systemic change. This is one of the key reasons why I was drawn to the TIO – for the opportunity to work with a team of clever and engaged people who come to work each day to both resolve individual complaints and help improve the customer experience of the telco industry as a whole.”
Growing up in regional NSW, Cynthia understands the digital divide that’s facing Australia’s regional and remote communities.