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Download the full report here

Our submission to the Department of Infrastructure, Transport, Regional Development and Communications' consultation on Amendments to the telecommunications carrier powers and immunities framework - Tranche One can be found here. 

Download the report

Delivery of telecommunications services often involve more than one provider. In some cases, to progress or resolve a complaint, the TIO will require the cooperation of one of the telcos involved in the supply of a service, but who is not the contracting party with the consumer.  

For example, an internet problem may not be dependent on a fix from the internet provider, but rather be due to a fault on a network owned by the carrier. When a carrier fails to cooperate with a provider to fix a problem like a network fault, they may be joined to a complaint. 

The Telecommunications Industry Ombudsman (TIO) supports recommendations made by Energy and Water Ombudsman NSW to raise awareness of free Ombudsman services to consumers who are thinking about using a Credit Repair Agency.

“The TIO is a fast, free and fair way for consumers to have their telco complaints resolved,” Ombudsman Simon Cohen said.

“It is clearly preferable that consumers know they have the option to contact an Ombudsman themselves, at no charge, to have the fairness of charges and default listings examined.”

Staying connected through phone and internet services is important for the safety of residential consumers and small businesses in areas impacted by natural disasters.

Ombudsman Judi Jones said, “For local residents, remaining connected to phone and internet services means being able to contact emergency services, stay connected to medical assistance, and remain in touch with friends, family and neighbours. For small businesses it means being able to continue trading, supplying goods and providing a vital network for members of the community.

For consumers and small businesses in areas impacted by natural disasters, staying connected is important for your safety.

If you are in a bushfire or flood-affected area and have tried to fix your phone or internet issue with your telco but couldn't, contact us on 1800 046 686 or 03 8600 8308 or make a complaint online.

Ombudsman Simon Cohen today informed employees of a net staff reduction of 19 positions. The announcement follows a period of consultation with TIO staff.  The response follows a fourth year of reduced complaints to the TIO.