The TCP Code is one of the major pieces of consumer protection in the Australian telecommunications sector. This ‘registered industry code’ was developed by Communications Alliance, the peak industry body for telcos. The TCP Code is reviewed every five years, and this consultation is the first step in the next scheduled review process, due to reach completion in 2024.
Search
The Telecommunications Industry Ombudsman (TIO) has reported for the first time on NBN-related complaints in its Annual Report, released today.
Consumers made 3,982 new NBN-related complaints during the 2013-14 financial year. Most were about new connection delays, with 1,122 internet users and 783 landline consumers reporting a delay. More than 500 consumers complained about missed appointments.
This information outlines what's changing and what these improvements mean if you already have an active complaint with the TIO.
Visit Our Fairness Commitment for more detail on the changes we’re making to better serve telecommunications consumers and service providers.
Why are we changing our procedures?
The 2022 independent review of the TIO helped us analyse how we handle complaints. We are now modernising our service to better reflect the changing telco sector and the consumers we serve.
The TIO is renewing its focus on Equality, Diversity, Inclusion (EDI) and Wellbeing with EDI and Wellbeing Lead Andrew Fitisemanu stepping into the role late last year.
Andrew is passionate about taking the organisation on a learning journey to improve the workplace, and aims to shape a “living breathing entity” that evolves as the organisation changes.
Andrew explains, “It’s not about monumental change, it’s about taking one step forward at a time, and making sure that everyone at the organisation has the invitation to join the journey.”
Gerard has joined as a Director with Consumer Experience and replaces Catherine Wolthuizen who resigned in August 2022.
Gerard has extensive experience in the consumer sector, and has worked as a lawyer, policy officer, and consumer advocate for 20 years.
This has been a tough year for everyone. Providing a great dispute resolution service isn’t just about looking after consumers and telcos, it’s also about looking after employees and their mental health.
Over eight weeks in September and October, TIO employees participated in psychological resilience training so they could look after themselves and continue providing help to all the consumers and telcos who were also feeling stretched.
The report “Defending phone and internet accounts from fraudsters” shares the TIO’s findings on fraudsters being able to access telco accounts and conduct malicious activity. It explores consumers’ experiences and highlights improvements made by telco providers to combat fraudulent account access.
Based on investigations and complaints, the TIO identified four common themes which contribute to fraudsters accessing telco accounts:
Outreach work is an important element of the TIO’s commitment to providing an accessible dispute resolution service. Navanita Bhattacharya, Senior Advisor for Equality Diversity and Inclusion, was part of the team who attended Yabun Festival.
“For me, the greatest takeaway from Yabun was the reiteration that human connection is vital. What people of all ages, cultures and abilities look for in a service such as the TIO is the ‘voice’ at first contact – a voice that says, ‘you are important; your problem is valid; we will help you in the best possible way.’”
The Telecommunications Industry Ombudsman Simon Cohen has welcomed a review by the telco industry designed to help customers stay connected if their service provider goes into administration.
The review of telco service continuity agreements, announced by Communications Alliance today, is a step in the right direction, Mr Cohen said.
"The unfortunate events of the past two weeks have left thousands of consumers and small businesses suddenly disconnected from phone and internet services," the Ombudsman said.
The TIO has a range of reports and updates related to our work and our industry.
Annual Reports and Updates - provide a snapshot of the full financial year activities of our complaint handling service.
Complaint Keywords - a hierarchy list of the keywords used to categorise our complaints.