Our submission to the Joint Standing Committee’s Inquiry into the business case for the NBN and experiences of small businesses can be found here.
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Please click on the links below to access the documents for the TIO’s 2023 Annual General Meeting:
Measuring our performance
Tracking how we perform against our goals ensures the TIO can adapt and grow in a changing communications environment, maintaining what’s working well and updating what’s not. As technology changes, and needs and expectations change with it, we remain focused on the future and providing a valuable service for all consumers, community and industry.
We’re committed to keeping you informed when we meet and surpass our benchmarks and highlighting the areas for improvement as we work towards our goals.
This process innovation arose from Recommendation 11 in last year’s Independent Review of the TIO. The recommendation called for the TIO to follow up with consumers after their complaint had been referred to their telco. To deliver the proposed outcome, the TIO began an exploration into the use of automation and “bots”.
The Telecommunications Industry Ombudsman (TIO) has welcomed the Australian Communications and Media Authority’s (ACMA) direction to telco Planet ISP to comply with an Ombudsman determination and direction that it refund a consumer $5,115.
The TIO referred Planet ISP to the ACMA in June 2014 when the telco failed to comply with an Ombudsman’s direction to repay a consumer charges incurred after the consumer’s mobile had been stolen while travelling overseas.
Nearly 10 million Australians have experienced a problem with their phone or internet service, the Telecommunications Industry Ombudsman will announce at the CommsDay Summit today (4.00pm, 9 April 2018).
The Telecommunications Industry Ombudsman introduced a comprehensive survey for the first time in 2018 and surveyed almost 3000 people from across Australia’s residential consumers and small businesses.
The Telecommunications Industry Ombudsman (TIO), Simon Cohen, has cited credit management issues as a key problem area for the telecommunications industry, after the busiest quarter for new TIO complaints on record.
In the latest edition of TIO Talks, Mr Cohen reports on credit management issues where there was an 11.4 per cent increase in new complaints between January and March 2011.
This quarterly increase comes on the back of a 36 per cent increase in credit management issues last financial year.
Commenting on the enforcement of ACMA’s new telco rules being enforced from today (21 September 2018) Ombudsman Judi Jones says, “Residential consumers and small businesses want migration from their old phone or internet service to a service delivered over the National Broadband Network to go well. The ACMA’s rules give clear guidance to telcos about its expectations under the new rules, and provides a strong framework to resolve problems if these arise.
“We will take the ACMA’s new rules into account when dealing with complaints.”
The TIO has long advocated for a modernised USO that considers the essential nature of mobile services, including in our submission to the 2024 Regional Telco Review. A modernised Universal Service Obligation (USO) should reflect how Australians are using and relying on telco services in practice.
Including mobile services as a baseline entitlement for Australians will better reflect community expectations around broader and more reliable access to mobile services.
In effect from 1 July 2025
The TIO expects providers to thoroughly investigate privacy issues and be transparent with people about the results.
When someone’s information is wrong or shared without consent, it causes stress, anxiety and can put people at risk. People should also have easy access to their personal information.
Good industry practice encourages providers to listen to people’s privacy concerns and take action that addresses the cause and reassures the person affected.
The TIO’s Good Industry Practice Guide on Privacy covers: