Friday 28 February 2020
The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s (ACMA) new measures requiring mobile providers to implement stronger identity verification processes before a mobile phone number can be transferred.
Commenting on the ACMA’s report “Telecommunications Complaints Handling July to December 2018” released today (10 July, 2019), Ombudsman Judi Jones said “We are considering the data published in the report. The telecommunications sector must continue to focus on meeting the needs of consumers.
The Telecommunications Industry Ombudsman welcomes the Victorian government’s “It’s Ok to Walk Away” campaign launched today, and the government’s commitment to empowering Koori consumers to identify high pressure sales tactics.
The Telecommunications Industry Ombudsman is an industry-funded Ombudsman service. Its income is generated solely from telecommunications companies who are charged fees for our complaint resolution services in accordance with the Telecommunications Industry Ombudsman Terms of Reference.
The Ombudsman is responsible for developing a budget based on an approved annual business plan, which is approved by the Board before the start of each financial year. The Ombudsman is responsible for the implementation of the approved business plan and budget.
The Board of the Telecommunications Industry Ombudsman is pleased to announce Cynthia Gebert has been appointed to the role of Ombudsman for a five-year term. Ms Gebert is an experienced leader and succeeds Judi Jones, who recently resigned after six years of service to the organisation. Ms Gebert will commence in the role on 2 May 2022.
In effect from 1 July 2025
The TIO expects providers to support people before, during and after they become a customer.
When something goes wrong with their phone or internet people should be able to easily and quickly access support that meets their needs.
Good industry practice encourages providers to make sure their complaint processes support different languages, cultural and accessibility needs.
The TIO’s Good Industry Practice Guide on Customer Service covers:
Our submission to the House of Representatives - Standing Committee on Communications and the Arts' Inquiry into 5G in Australia is available to download here.
Almost half of Queensland’s community legal sector workers have reported hearing from their clients about a phone or internet problem every week, a new report published jointly by the Telecommunications Industry Ombudsman and Community Legal Centres Queensland, highlights today (Friday 9 March 2018).
The report “Investigating complaints about essential mobile services” identifies four key problems driving complaints about mobile services. These are: