On Tuesday 12 November 2019 the Telecommunications Industry Ombudsman (TIO) Limited held its Annual General Meeting. A key agenda item was proposed amendments to the TIO's Constitution. Members present at the meeting unanimously passed the amendments.
The amendments include:
The Telecommunications Industry Ombudsman is expanding its Vision and Roles beyond dispute resolution, to deal more effectively with systemic issues. Through this new focus – reported in the June edition of TIO Talks, released today – the TIO aims to contribute to better customer service and complaint handling within the telecommunications industry.
We are a free and independent service. That means you don’t pay and we don’t take sides.
Contracts: Did you agree to something that you did not get?
Bills: Do you think your bill is wrong or are you having trouble paying it?
The Telecommunications Industry Ombudsman is pleased to announce the formation of a Small Business Team, commencing 1 April 2019.
In 2017/18 complaints from small businesses increased 8.7 per cent to 20,433. This increase was largely driven by issues including no action or delayed action by their service provider to resolve their phone or internet issue, followed by complaints about disputed charges for a service or equipment.
Committed partners share a goal that everybody has fair access to essential services they need to thrive in contemporary Australia. These services include utilities, financial services, telecommunications, and transport.
The vision of Thriving Communities Partnership aligns with the TIO’s purpose of providing a fair, independent, and accessible external dispute resolution service.
Published in early February, the TIO’s submission to Treasury and the Department of Infrastructure, Transport, Regional Development, Communications, and the Arts (DITRDCA) supports the introduction of a mandatory scams Framework and sector specific codes for responding to scams.
In July 2020, as part of the release of Part C of the Consumer Safeguards Review, the Minister of Communications, Cyber Safety and the Arts confirmed our satisfactory response to Consumer Safeguards Review Part A: Consumer Redress and Complaints Handling:
The telecommunications industry has a set of minimum standards for service providers called industry codes of practice. Created by the industry, these codes contain rules about various situations involving telecommunications.
These rules can help service providers understand consumer complaints and decide on the appropriate way to resolve complaints and may also help providers identify recurring and systemic issues and improve their practices generally.
New Federal whistleblower laws were enacted on the 19 March 2019. On 4 April, this law was modified, resulting in the new law taking effect on 1 July 2019, to include expanded whistleblower protections regarding all Australia companies. TIO’s Whistleblower policy has been reviewed, amended and approved by the Board in September 2019.
