The Telecommunications Industry Ombudsman supports and encourages the dissemination and exchange of information.
However, copyright protects material on this web site. We have no objection to materials being reproduced, but assert our right to be recognised as the author of original materials and the right to have our materials reproduced unaltered. Use of materials published by the Telecommunications Industry Ombudsman should be in accordance with the Copyright Act 1968.
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.
The TIO supports leveraging the expertise of existing EDR arrangements. This is AFCA for banks and the TIO for telcos and digital platforms.
Scam complaints are complex and multifaceted, and do not always involve the transfer of money through a bank account.
Resolving scam complaints requires the expertise and member relationships within organisations such as AFCA and the TIO to provide fair and reasonable outcomes to consumers. The TIO has an established track record of successfully doing this for 30 years.
This section explains the finer points of our data and defines the terms we use in our reports.
Complaints
Where we talk about complaints, these:
The TIO recorded 33,141 new complaints from January to March 2015, a 12.1 per cent rise on the previous quarter. The figure is still lower than the number of new complaints recorded in the same quarter in 2014 - by 8.6 per cent - or any other January-March quarters since 2007.
“We received an increase in new complaints this quarter, but this is in the context of the continuing decrease in new complaints year-on-year,” Ombudsman Simon Cohen said. “Landlines, internet and NBN-related complaints all increased.
The Telecommunications Industry Ombudsman (TIO) has undergone an independent review – as required by legislation
The review includes the views of the Telecommunications Industry Ombudsman’s many and diverse stakeholders, and reflects the environment of dynamic change occurring in the policy, technology and social sphere of the telecommunications industry.
The Australian Competition and Consumer Commission (ACCC) has announced iiNet and Internode have agreed to compensate their customers who were misled about maximum speeds they could achieve on certain NBN plans.
The ACCC is responsible for enforcing this undertaking.
iiNet and Internode have until 27 April 2018 to notify affected customers by email or letter.
For media enquiries and interview requests please call 0437 548 540 or email.
View media releases and statements or sign up to receive our news as it happens.
TIO Media Asset Pack (23.4MB download)
The Australian Competition and Consumer Commission (ACCC) has announced TPG has agreed to offer remedies to nearly 8,000 of its customers who were misled about maximum speeds they could achieve on certain TPG NBN plans.
The ACCC is responsible for enforcing this undertaking.
TPG has until 2 March 2018 to notify affected customers by email or letter.
Residential customers who are unsure if the undertaking applies to them can contact TPG on 13 14 23.
The Telecommunications Industry Ombudsman’s (TIO) Quarter Three Complaints Report shows residential consumers and small businesses made 17,777 complaints about phone and internet services between January and March this year. While complaints have remained steady compared to the previous quarter, the results show an almost 19 per cent decrease against the same period last year.