The Telecommunications Industry Ombudsman welcomes yesterday’s announcement by Minister Fletcher about new telco regulations which mandate stronger industry-wide identity verification measures before mobile numbers can be transferred from one provider to another.
Complaints to the Telecommunications Industry Ombudsman about mobile number theft included consumers having their bank accounts drained by fraudsters and their email inboxes accessed.
The Telecommunications Industry Ombudsman welcomes the ACCC’s Digital Inquiry report and the recommendation that the TIO take on the role of the digital platforms ombudsman.
The Minister for Communications, the Hon. Michelle Rowland, today announced reforms that will allow the Australian Communications and Media Authority (ACMA) to take direct enforcement action for breaches of industry Codes without first having to issue a direction to comply. The Government will also increase maximum penalties for breaches and establish a Carriage Service Provider (CSP) registration scheme.
The Telecommunications Industry Ombudsman (TIO) will have strengthened powers to help more consumers with telecommunications complaints.
From 1 July 2012, there will be a significant increase in the monetary value of the complaints the TIO can help with, and a change to the way it classifies a small business.
“An increase in powers is always a good thing for consumers who cannot resolve the issues they are having with their service providers,” Ombudsman Simon Cohen said.
The revised Guidelines reflect changes to the code, determination, and recent case law and will be effective from 14 April 2022.
Carriers will be bound by the new requirements of the Telecommunications Code of Practice 2021 and The Telecommunications (Low Impact Facilities) Determination 2018 (Cth) in accordance with the effective dates set out in those instruments.
Glen brings extensive leadership, governance and financial skills and experience to the TIO. He is a Chartered Accountant and a former Senior Partner at PwC, where his experience included providing audit services in the telecommunications sector.
Glen is the current CEO of Diabetes Victoria and serves on several boards, including Victorian Legal Services Board & Commissioner, The Royal Women’s Hospital and Australian Communities Foundation.
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 TIO recommends areas where service provider obligations can be strengthened or expanded, including: