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.
Residential consumers made 7,411 complaints to the Telecommunications Industry Ombudsman about problems managing their telco debt between 1 January and 31 June 2018, representing 10.2 per cent of complaints received during the period. These figures were highlighted in the organisation’s latest Systemic Insight: “Sales Practices Driving Consumer Debt”, published today (Wednesday 27 February, 2019).
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.
The Board of the Telecommunications Industry Ombudsman Limited today announced the appointment of Ms Judi Jones as the new Ombudsman.
Ms Jones will assume responsibilities in March 2016 and will succeed Mr Simon Cohen, who has taken up a senior role with the Victorian Government.
In making the announcement, Ms Patricia Faulkner AO, the Chair of the Board of the TIO, noted Ms Jones’ extensive experience in alternative dispute resolution, management and the law and welcomed her to the role.
A number of important developments involving the TIO have occurred recently. The first is the continuing reduction in the number of complaints by consumers about the services provided by telecommunications operators. This is to be welcomed, particularly if the reduction is for the right reasons.
This process innovation arose from Recommendation 11 in last year’s Independent Review of the TIO. The recommendation called for the TIO to follow up with consumers after their complaint had been referred to their telco. To deliver the proposed outcome, the TIO began an exploration into the use of automation and “bots”.
The Australian Competition and Consumer Commission (ACCC) has announced Telstra and Belong have agreed to offer remedies to customers who signed up for National Broadband Network (NBN) speed plans that could not achieve the advertised speeds.
The ACCC is responsible for enforcing this undertaking.
Telstra and Belong have until Wednesday 6 December 2017 to notify affected customers.
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.
Residential consumers and small businesses who experience connection issues or associated problems when migrating to the national broadband network should talk directly to their service provider as early as possible.
The Telecommunications Industry Ombudsman (TIO) supports the Australian Communications and Media Authority’s (ACMA) actions to enforce the compulsory membership of the TIO.
The TIO scheme provides a free dispute resolution service for people and small businesses who have an unresolved complaint about their phone or internet provider. Compulsory membership of our scheme ensures consumers have a pathway to resolve complaints they are unable to resolve directly with their provider.