The report “Helping telco consumers sign up to the right phone and internet products” found:
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The Telecommunications Industry Ombudsman welcomes the ACMA’s Consumer Information Standards announced today (22 June 2018).
Executive Director of Dispute Resolution and Deputy Ombudsman Diane Carmody says “We welcome ACMA’s enforceable standards to improve the customer experience when migrating to a service delivered over the NBN. We are pleased that our comments aimed at improving consistency of consumer information have been adopted and we are continuing to work with providers and stakeholders to improve outcomes and standards in telecommunications provision.
The report “Defending phone and internet accounts from fraudsters” shares the TIO’s findings on fraudsters being able to access telco accounts and conduct malicious activity. It explores consumers’ experiences and highlights improvements made by telco providers to combat fraudulent account access.
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Hợp đồng: Quý vị không nhận được điều quý vị đã thoả thuận phải không?
The Telecommunications Industry Ombudsman and Board has welcomed the opportunity to contribute to the review of the Consumer Safeguards.
Our submission to the Consumer Safeguards Review focuses on the need for all parties in the telecommunications sector to address underlying consumer dissatisfaction with telecommunications services.
Over the last 25 years, the Telecommunications Industry Ombudsman’s high complaint volumes have coincided with major change and disruption in the telecommunications sector, and declined as change has been bedded down.
Consumers who have experienced issues with streaming the FIFA World Cup using an Optus Sport subscription, should talk to Optus to resolve their complaint.
As the Telecommunications Industry Ombudsman remit is to consider phone or internet services, it is unable to manage complaints about content, such as streaming services purchased through apps stores.
Ombudsman Judi Jones said, “We are exploring the detail of the budget measures and the opportunity to further enhance collaboration with the ACMA, telecommunications service providers, and government to resolve the ongoing phone and internet issues residential consumers and small businesses have reported to us over the last three years.
The Telecommunications Industry Ombudsman acknowledges the release of the Government’s Consumer Safeguards Review Part B report, published today (Tuesday 17 December 2019), to guarantee minimum standards of reliability for telecommunications services.
Delivery of telecommunications services often involve more than one provider. In some cases, to progress or resolve a complaint, the TIO will require the cooperation of one of the telcos involved in the supply of a service, but who is not the contracting party with the consumer.
For example, an internet problem may not be dependent on a fix from the internet provider, but rather be due to a fault on a network owned by the carrier. When a carrier fails to cooperate with a provider to fix a problem like a network fault, they may be joined to a complaint.
The Telecommunications Industry Ombudsman notes today’s announcement about alternative commitments for Telecommunications Consumer Protections Code (TCP Code) compliance during the pandemic.
Ombudsman Judi Jones said, “It is important that the government, regulators, and phone and internet providers maintain their focus on keeping people and small businesses connected and ensuring they have access to financial hardship programs.