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You can view and download our submission to the Regional Telecommunications Review 2021 via the link below:
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 Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s focus on financial hardship policies for phone and internet consumers, published today, Thursday 2 April 2020, in its “State of play” report.
In effect from 1 July 2025
The TIO expects providers to be fair and flexible when responding to people experiencing financial hardship.
Financial hardship can be temporary or ongoing and it can happen to anyone. People that are struggling financially need tailored support to prevent further harm.
Good industry practice encourages providers to be proactive by identifying who needs help and when. Providers should also be responsive to each person’s circumstances to prevent additional debt and further harm.
COVID-19 precautions didn’t stop this important meeting from taking place. Panel members connected online to discuss the phone and internet issues affecting consumers across Australia from a variety of backgrounds and contexts.
Judi Jones, Telecommunications Industry Ombudsman and co-Chair of the Consumer Panel, found that many of the panel members could draw common themes between the problems different consumer groups are facing.
The Board of the Telecommunications Industry Ombudsman is pleased to announce Cynthia Gebert has been appointed to the role of Ombudsman for a five-year term. Ms Gebert is an experienced leader and succeeds Judi Jones, who recently resigned after six years of service to the organisation. Ms Gebert will commence in the role on 2 May 2022.