“We are pleased to publish our submission to the Consumer Safeguards Review - Part C: Choice and fairness.
“As the independent dispute resolution scheme for the telecommunications industry, the complaints we receive from individual consumers and small businesses put us in a unique position to provide insights about choice and fairness.
Natural disasters and extreme weather delay landline repairs and connections.
Twenty-three providers have declared mass service disruptions due to natural disasters or extreme weather between July 2012 and March 2013, the Telecommunications Industry Ombudsman (TIO) reports in the latest issue of TIO Talks, released today.
If you are d/Deaf, hard of hearing, or use Auslan to communicate, you can book an appointment with us by requesting a call through our Auslan Video Interpreting Service. We will contact you with an Auslan interpreter using Microsoft Teams.
If you are d/Deaf, hard of hearing, or have a speech/communication difficulty please contact us by:
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
We help people and small businesses to resolve their phone and internet disputes.
We’re a free and independent service available to all Australians.
Get to know the history of the TIO, what our purpose is and how we are structured.
Learn about our purpose and structure
Get to know our Board of Directors.
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.
Statement attributable to Ombudsman Judi Jones:
After consultation with the Board, I have amended clause 3.3 of the Complaint Handling Procedures to allow me to change the timeframes for complaint handling, when a disaster has been declared under the Telecommunication Industry Ombudsman’s Business Continuity Plan. I have declared the current COVID-19 pandemic is a disaster under the Business Continuity Plan, and from Thursday 26 March 2020, have increased the time to respond to standard (non-urgent) referrals from 10 to 15 days.
Consumers who have been affected by the cyber-attack on Tangerine, and where Tangerine has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information.