The TIO recommends areas where service provider obligations can be strengthened or expanded, including:
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Consumer complaints to the Telecommunications Industry Ombudsman (TIO) reached a six-year low in 2013-14, according to the TIO Complaints - the Year in Review 2013-14 report, released today.
The TIO received 138,946 new complaints about landline, mobile and internet services in the 2013-14 financial year, a 12.4 per cent decrease from the previous year.
As set out in the TIO Terms of Reference, we handle complaints from owners and occupiers of property about:
The Telecommunications Industry Ombudsman supports the Australian Communications and Media Authority’s (ACMA) intention to impose new rules to better protect consumers migrating to the national broadband network.
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.
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 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.
We have been advised that most voice and data broadband services were restored to customers.
What should you do if you still have no service?
Consumers without services should first try rebooting their modem:
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 changes will also provide higher quality, more relevant, and transparent data that gets to the heart of problems faced by Australia’s telco consumers.
Improvements will be made in the areas of: