The Telecommunications Industry Ombudsman (TIO) has reported for the first time on NBN-related complaints in its Annual Report, released today.
Consumers made 3,982 new NBN-related complaints during the 2013-14 financial year. Most were about new connection delays, with 1,122 internet users and 783 landline consumers reporting a delay. More than 500 consumers complained about missed appointments.
Residential consumers and small businesses made 167,831 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2017 to 30 June 2018).
Complaints about phone and internet services increased by 6.2 per cent for the full year, however, complaints dropped by 17.8 per cent in the final quarter (April to June 2018) compared to quarter three (January to March 2018).
Most importantly, the form will ask for additional relevant information from consumers to add context to their complaint such as situational or enduring vulnerability.
Ombudsman Cynthia Gebert says that an updated complaint form is part of the TIO’s ongoing commitment to the principles of accessibility and inclusivity.
“We’ll be able to capture important data that allows us to respond most appropriately to the needs of the consumer so we can meet people where they are,” she said.
The Telecommunications Industry Ombudsman welcomes the announcement by the Australian Communications and Media Authority of the terms of reference to explore ways to disrupt scam activity on telecommunications networks.
Staying connected through phone and internet services is important for the safety of residential consumers and small businesses in areas impacted by natural disasters.
Ombudsman Judi Jones said, “For local residents, remaining connected to phone and internet services means being able to contact emergency services, stay connected to medical assistance, and remain in touch with friends, family and neighbours. For small businesses it means being able to continue trading, supplying goods and providing a vital network for members of the community.
The Telecommunications Industry Ombudsman (TIO) Limited welcomes two new members to its Board of Directors in February 2017, following a recruitment process that began in September 2016.
Professor The Hon. Michael Lavarch AO will join as an Independent Director with not-for-profit governance experience, replacing Independent Director Ms Philippa Smith AM who is retiring from the TIO Board.
Commenting on the appointment of Stephen Rue as the new Chief Executive Officer of NBN Co, Telecommunications Industry Ombudsman Judi Jones says:
“Congratulations from the Telecommunications Industry Ombudsman to Stephen on his appointment as Chief Executive Officer.
“We also extend our very best wishes to Bill Morrow for his future and thank him for his supportive and collaborative approach in resolving complaints about phone and internet services.
The TIO is one of many organisations across Australia that can help you with a problem you have with a product or service;