What is Human Centred Design?
HCD is an approach to problem solving. HCD develops solutions to problems by involving the human perspective in all steps of the problem-solving process. This is how your experience using our service will help us improve the way we help our community.
How will we get there?
Our digital transformation roadmap is being informed by
Slow data speed was the top reason internet users made complaints to the Telecommunications Industry Ombudsman (TIO) in July-September 2015, according to the TIO’s quarterly statistics, released today.
The TIO received 1,663 new complaints about slow data speeds during the period, 8.5 per cent fewer than in the previous quarter, but 66.3 per cent more than at the same time last year.
Consumers reported a range of issues about slow data speeds.
Statement by Ombudsman Judi Jones:
“The Telecommunications Industry Ombudsman has activated its business continuity plan in response to the pandemic COVID-19, commonly known as Coronavirus. From today, Thursday 19 March 2020, all employees are transitioning to working from home to minimise the spread of infection, so we can continue to deal with unresolved phone and internet complaints from residential consumers and small businesses.
Protecting our staff
In March 2020, we established a consumer panel to provide us with access to diverse consumer perspectives to inform our work.
The purpose of the Consumer Panel is to provide us with feedback about the individual and small business consumer experience of phone and internet services and products, and how we handle complaints.
The insights gained will also help us inform our members, internet and phone providers, about current consumer issues about dispute resolution.
Under the new rules, providers will be required to offer more tailored assistance to consumers who struggle to make their payments. Providers will also be required to proactively identify consumers who may be experiencing hardship, and offer additional advice relating to hardship assistance.
The TIO received over 1600 complaints about financial hardship in the 2023 financial year, a slight increase on the previous year. The current cost of living crisis highlights the need to have adaptable and compassionate responses to hardship.
The latest credit assessments mystery shopping study by the Australian Communications and Media Authority (ACMA) shows telcos are making good progress in implementing strengthened consumer protection measures.
Assessing ability to pay for a service is an important safeguard because it protects Australian consumers from committing to products and services they may not be able to pay for.
You can view and download our submission to the Regional Telecommunications Review 2021 via the link below:
The Telecommunications Industry Ombudsman (TIO) and Exetel Pty Ltd have reached an agreement following mediation in proceedings brought by the service provider against the alternative dispute resolution scheme, the TIO announced today.
The proceedings related to 114 complaints about the service provider logged with the TIO by consumers. The service provider had sought compensation claiming the cases were misclassified by the TIO.
The matter was settled with no payments made by the TIO.