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We had robust discussions on a range of consumer issues about affordability, including misselling, financial overcommitment and financial hardship. Consumer Panel Members told us about the impacts to small businesses as financial grace periods start to lift and prices increase. Consumer Panel Members also told us about the important role telco services can play in assisting victims of family violence, such as being able to attend online court hearings, and the importance of financial hardship processes to keep consumers connected.
Presenter: Cynthia Gebert, Ombudsman
Event: ACCC National Consumer Congress
Date and time: Thursday 16 June 2022, 9.35am
Duration: 10 mins
Transcript: Check against delivery
Media enquiries: TIO Media Team on 0437 548 540 or mediaenquiries@tio.com.au
Consumers are reporting having their bank accounts drained by fraudsters and their email inboxes accessed in the latest scam involving theft of mobile numbers. These issues are highlighted in the Telecommunications Industry Ombudsman’s Systemic Spotlight, “Reducing fraudsters’ theft of mobile numbers”, published today (Wednesday 6 February, 2019).
Consumers are being given important new information to help them compare the performance of Australia’s top telcos and make more informed choices.
The Complaints in Context report, jointly released today by the Telecommunications Industry Ombudsman (TIO) and industry peak body Communications Alliance, shows the number of TIO complaints received per telco as a proportion of that telco’s services in operation.
Five telcos – Telstra, Optus, Vodafone, iiNet and amaysim – volunteered to participate in the report.
Complaints this quarter increased largely due to the impact of the Optus data breach. Complaints about the unauthorised disclosure of personal information jumped to the third most complained about problem during this quarter. Mobile complaints about non-financial loss such as stress and humiliation from a privacy breach increased significantly this quarter, along with problems about customer service, termination fees, and failing to cancel a mobile service.
Fewer consumers are complaining to the Ombudsman about global roaming charges but a greater proportion are disputing bills of $5,000 or more, according to the Telecommunications Industry Ombudsman (TIO) quarterly publication, TIO Talks, released today.
Consumers who came to the TIO disputed $8 million worth of global roaming charges between 1 July 2011 and 30 September 2012. This is an average of $1.6 million per quarter.
Gender equality in the workplace is an important aspect of the Telecommunications Industry Ombudsman’s three-year Equality Diversity and Inclusion strategy. For the fourth year in a row, the TIO is proud to announce our compliance with the Gender Equality Act (2012), having recently completed the annual report to the Workplace Gender Equality Agency (WGEA).
A new pilot program is aiming to make it easier for vulnerable consumers to complain to Ombudsman services. Launching this month is the “Partnership Transfer Project”, a joint initiative of the Telecommunications Industry Ombudsman and Energy and Water Ombudsman Victoria.