The TIO Radio project was a live broadcast to employees, with a program put together by the Internal Communications Team, which included employees hosting, contributing and being interviewed. Radio segments included business news about current projects and initiatives, as well as light-hearted content including a musical performance by an employee and pre-recorded jingles advertising a team’s service to the organisation.
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The Telecommunications Industry Ombudsman (TIO) Limited welcomes the re-appointment of Professor the Hon. Michael Lavarch AO as Board Chair of its Board of Directors. He will commence his new three-year term from 15 July 2022.
Residential consumers and small businesses made 65,970 complaints to the Telecommunications Industry Ombudsman about their landline, mobile or internet services between 1 July and 31 December 2016.
These figures were highlighted in the organisation’s Six Monthly Update, published today (Thursday 11 May, 2017). Complaints were recorded against 324 phone and internet providers in Australia.
The Telecommunications Industry Ombudsman (TIO) received 36,256 new complaints in January-March 2014, 8.7 per cent more than in October-December 2013, but 9.4 per cent fewer than at the same time in 2013, according to TIO Talks, released today.
For the third quarter in a row, the TIO has received fewer than 20,000 complaints about mobile services. Complaints about mobile phones have dropped 19.4 per cent when compared to the same quarter last year.
Historically, complaints have been tagged against a service (internet, landline, mobile handset etc.). But increasingly, consumer complaints spill across multiple services and would be better characterised by an ‘issue’.
Executive General Manager, Technology, Analytics and Business Improvement, Cathy Thomas, says making these changes allow us to report meaningfully in an ever-changing technological landscape.
“By simplifying how we capture the primary issue raised by consumers, we're able to draw more meaningful member insights and complaints trends,” she said.
The TIO spoke about publishing its systemic investigation report recommending stronger consumer protections through government-made regulation and a registration scheme for telcos. The TIO also shared insights from its Telecommunications Consumer Protections Code (TCP) Review submission that pushed for 30 changes to the current code. Panel members were supportive of the TIO’s recommendations for essential consumer protections.
The Board is chaired by an Independent Director and contains a balanced mix of Directors with industry and consumer experience, an Independent Director with not-for-profit governance experience and Independent Director with commercial governance experience. The Board has adopted a charter that set out its roles and responsibilities.
The 2016-2017 Annual Report for the Telecommunications Industry Ombudsman is now available.
Australian residential consumers and small businesses made 158,016 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2016 to 30 June 2017). In this period, complaints about landline phones, mobile phones and internet services increased by 41.1 per cent.
These are all common complaints made to the Telecommunications Industry Ombudsman (TIO). In the last financial year, roughly one in three complaints we received was about a problem with a bill. In real terms, that’s over 39,000 complaints in one year.
One of these complaints was made by Steve*. He had trouble paying his bills which led to a range of issues with his telco.