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The Telecommunications Industry Ombudsman works with phone and internet providers to resolve complaints consumers make about their services. When these complaints cannot be resolved, the Ombudsman makes decisions that providers must comply with. When a telco fails to comply with the decisions of the Ombudsman the non-compliant telco is referred to the ACMA for further action.
As this matter is now before the Federal Court, the Telecommunications Industry Ombudsman will not provide further comment.
ENDS
Board Chair Michael Lavarch said, "The Board has commenced a search for Judi’s successor and aims to have this appointment in place in the first quarter of 2022.
We offer live webinar sessions that tell you about our free, fair, and independent dispute resolution service for phone and internet consumers.
As the cascade effects of the COVID-19 pandemic impact Australia’s phone and internet, the Telecommunications Industry Ombudsman is preparing for the expected increase in urgent complaints from vulnerable and at-risk residential consumers and small businesses.
Residential consumers and small businesses made 65,970 complaints to the Telecommunications Industry Ombudsman about their landline, mobile or internet services between 1 July and 31 December 2016.
These figures were highlighted in the organisation’s Six Monthly Update, published today (Thursday 11 May, 2017). Complaints were recorded against 324 phone and internet providers in Australia.
The Telecommunications Industry Ombudsman and the Chairman of the Board look forward to contributing to the Telecommunications Consumer Safeguards Review based on our extensive experience.
We believe the assertions and ideas set out in the paper need to be tested.
In particular, we will be testing the propositions that consumers (especially vulnerable consumers) will have the capacity to work with providers in the model being proposed, and that a new body is needed to achieve greater independence in dispute resolution.