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?
The Australian Competition and Consumer Commission (ACCC) announced yesterday (Wednesday 10 July, 2019) Dodo has agreed to refund $360,000 to around 16,000 customers for claims that its entry-level NBN broadband plans were ‘perfect for streaming’.
“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.
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.
We are committed to providing an empathetic and accessible service to those who are left vulnerable or at risk by their access to communications technology.
It’s important to us that we provide timely assistance to help people and businesses at risk resolve their complaints quickly.
You may be ‘at risk’ if you are experiencing a crisis such as:
The initiative was launched at the end of 2022, after the TIO began to receive higher complaint volumes as a result of the Optus data breach. The Dispute Resolution Group developed a questionnaire to obtain targeted information from consumers that would assist with more timely resolution.
This questionnaire automated the usual pre-conciliation process, cutting three steps in our process down to one, and reducing processing times by over 90 per cent.
Telco complaints as a proportion of services in operation (SIO) increased 29 per cent in January-March 2016, but dropped 13.8 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman and Communications Alliance.
The January to March quarter generally sees an increase in complaints to the TIO. Seasonal factors contribute to increased complaint numbers, including summer weather events that can disrupt fixed line services.