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The Telco Accessibility Task Force has been established to remove the barriers to effective dispute resolution in the telecommunications industry and improve the industry’s ability to address consumer issues.

Chaired by the Ombudsman, the Task Force meets virtually at least twice a year and brings together key representatives from consumer and community groups and representatives from the telecommunications industry.

The group consists of up to 20 members representing a diverse range of perspectives, minority groups and special interests, including but not limited to:

Ombudsman Simon Cohen today informed employees of a net staff reduction of 19 positions. The announcement follows a period of consultation with TIO staff.  The response follows a fourth year of reduced complaints to the TIO.   

Members who attended the virtual meeting unanimously passed the amendments.

The amendments included:

The findings of the Independent Review recognise the TIO's role and success in improving consumer outcomes in the industry, and note the continuing high level of support for the TIO from stakeholders. The Review also provides valuable feedback on steps to improve the TIO’s performance, including reviewing processes to reduce case-handling times, and working to ensure that the needs of disadvantaged and vulnerable consumers are fully considered.

If a consumer is concerned about the safety of their data with a telco, they should talk to their telco directly.

Consumers who have been affected by the cyber-attack on Optus, and where Optus has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information. 

The Telecommunications Industry Ombudsman Simon Cohen has welcomed the release of the Department of Broadband, Communications and the Digital Economy’s Reform of the Telecommunications Industry Ombudsman (TIO) report.

“I am pleased with the findings that the TIO generally meets the National Benchmarks for industry Ombudsman and that we deal with consumer complaints well,” Ombudsman Simon Cohen said.

The Regional Tech Hub provides independent advice and support to help regional Australians navigate phone and internet options and technical issues. This initiative recognises the unique technological operating environment in regional Australia and helps to ensure regional Australians are supported to realise the benefits of connectivity. Support is available via the Hub’s website, phone line, and social media pages.

Complaints from small businesses about their telecommunications services increased 52 per cent in the last financial year, the Telecommunications Industry Ombudsman (TIO) reports in the latest issue of TIO Talks, published today.

More than 22,000 complaints were made in 2010-11 by small businesses unable to resolve issues with service providers. Complaints about inadequate or incorrect customer service advice, poor mobile phone coverage, broken promises and bill disputes were the most common issues.