The Telecommunications Industry Ombudsman (TIO) Limited welcomes two new members to its Board of Directors in February 2017, following a recruitment process that began in September 2016.
Professor The Hon. Michael Lavarch AO will join as an Independent Director with not-for-profit governance experience, replacing Independent Director Ms Philippa Smith AM who is retiring from the TIO Board.
Between 2022 and 2024, the TIO's systemic investigation function identified concerning practices involving Optus’ sale of telco goods and services. The TIO found hundreds of consumers were supplied with products that they did not want or need, or were led to be believe were ‘free’. The TIO referred the conduct by Optus on three occasions to the ACCC.
Awareness of the TIO has increased by almost 60 per cent over the past four years according to the latest edition of TIO Talks, released today. A survey of 1,000 consumers conducted in late 2012 found that 57 per cent were aware of the TIO, compared to 36 per cent in 2008.
“Consumers must know about the TIO if they are to use our services. Increased awareness of the TIO improves our effectiveness and makes TIO services available to more Australians,” said Ombudsman Simon Cohen.
“I’m delighted to be leading the TIO’s work in this new capacity,” Wendy said. “I know this role as Assistant Ombudsman is integral to our provision of a quick, fair and accessible complaint resolution service for telco consumers. I really look forward to working with consumers, members, regulators, industry stakeholders and of course, my fantastic teams of dispute resolution professionals.”
In effect from 1 July 2025
The TIO expects providers to approach claims for compensation in a fair way.
There are many issues people may make compensation claims about. For example, where consumers:
Good industry practice also encourages providers to make it easy for consumers to make a compensation claim and receive a timely response.
Telco complaints to the TIO as a proportion of services in operation (SIO) dropped 3.1 per cent in the July-September quarter to 6.2 complaints per 10,000 services in operation (SIO).
This represents a 16.4 per cent increase on the 5.5 complaints per 10,000 SIO during the same period in 2015. The quarterly figure is 22 percent lower than when reporting began in 2013.
The July-September reduction was driven by improvements in the number of complaints per SIO for both Telstra and Optus.
Complaints as a proportion of telcos’ services in operation (SIO) were almost 13 per cent lower in the December quarter 2015 and 27 per cent lower compared to the same time the previous year, according to the telecommunications Complaints in Context report, released today.
The total complaints per 10,000 SIO for all participating telcos was 4.8, a decrease of 12.7 per cent compared to July-September 2015.
Download the Quarter One Complaints Report
Mobile complaints continued to be the most complained about service type, making up a proportion of 47 per cent of all complaints. The number of complaints about internet, landline and multiple services decreased significantly.
Mobile complaints about receiving no or delayed action by a provider increased 19.9 per cent in this quarter, and complaints about misleading sales conduct increased 25.4 per cent.
The TIO Radio project was a live broadcast to employees, with a program put together by the Internal Communications Team, which included employees hosting, contributing and being interviewed. Radio segments included business news about current projects and initiatives, as well as light-hearted content including a musical performance by an employee and pre-recorded jingles advertising a team’s service to the organisation.
We have been advised that most voice and data broadband services were restored to customers.
Consumers without services should first try rebooting their modem: