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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. 

Whilst these can’t be revealed in full yet, here’s a sneak peak into our ‘M’ value – Make it easy. For consumers, this means ensuring the Telecommunications Industry Ombudsman offers a dispute resolution service that is accessible to everyone.

New Assistant Ombudsman of Early Resolution James McDonald explains his goal to make the TIO the most accessible dispute resolution service.

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.

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:

In effect from 1 July 2025

The TIO expects providers to respond to complaints about scams, spam and fraud fairly.

The financial loss and debt people can find themselves in following a scam or fraud can cause extreme stress and financial hardship. People are also frustrated when they don’t know how to stop unwanted calls, emails and texts, including spam.

Good industry practice encourages providers to have processes that help protect people’s accounts. Providers should also give people advice on how to protect themselves and stop unwanted communications.  

Between April and June 2022, residential consumers and small businesses made 17,840 complaints to the Telecommunications Industry Ombudsman, a decrease of 18.6 per cent compared to the previous quarter. However, the number of enquiries received in this period was higher than the previous two quarters.

Complaints about all service types decreased this quarter, and complaints about fault and connection problems dropped from 53 per cent to 47.9 per cent. All top ten complaint issues decreased in absolute volume compared to the previous quarter. 

In a wide ranging and incisive discussion, Floyd Carvalho from Superloop, Mary Glikin from Optus, and Amy Childs from Telstra, unpacked the often-invisible barriers that prevent consumers from getting the support they need.

“Scripted sympathy doesn’t work” said Ms Glikin, when asked about how to meet consumers where they are. “We need ensure that our teams have effective escalation pathways”, she added.

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

Our submission to ACCC consultation on Consumer Data Right draft rules (banking) is available to download here.