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The call comes as part of the ACCC’s Digital Platform Services Inquiry 2020-2025 Final Report and key findings released today, which highlights the need for greater consumer protections for digital platform users “often left with no avenues for redress or resolving disputes”.

As well as resolving consumer disputes we are also here to work with members to help improve their services and reduce the complaints they receive.

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Find out how the TIO supports members and what a member’s obligations are.

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Industry Codes and Resources

Get familiar with the industry codes of practice, standards and rules telecommunications providers must legally comply with.

The Telecommunications Industry Ombudsman welcomes the ACMA’s Consumer Information Standards announced today (22 June 2018).

Executive Director of Dispute Resolution and Deputy Ombudsman Diane Carmody says “We welcome ACMA’s enforceable standards to improve the customer experience when migrating to a service delivered over the NBN. We are pleased that our comments aimed at improving consistency of consumer information have been adopted and we are continuing to work with providers and stakeholders to improve outcomes and standards in telecommunications provision.  

While the TIO supports strong action to disrupt scams and protect consumers, the submission raises concerns about the Government’s proposed solution:  

The report “Defending phone and internet accounts from fraudsters” shares the TIO’s findings on fraudsters being able to access telco accounts and conduct malicious activity. It explores consumers’ experiences and highlights improvements made by telco providers to combat fraudulent account access.

The Telecommunication Industry Ombudsman (TIO) is even more accessible to consumers following an increase in the age of complaints it can handle, effective from today.

Consumers can now make complaints about issues that they became aware of up to two years before contacting the TIO, up from one year.

The Ombudsman will also have the discretion to investigate complaints that consumers became aware of up to six years before contacting the TIO, up from two years.

Consumers who have experienced issues with streaming the FIFA World Cup using an Optus Sport subscription, should talk to Optus to resolve their complaint.

As the Telecommunications Industry Ombudsman remit is to consider phone or internet services, it is unable to manage complaints about content, such as streaming services purchased through apps stores.

The Telecommunications Industry Ombudsman and Board has welcomed the opportunity to contribute to the review of the Consumer Safeguards.  

Our submission to the Consumer Safeguards Review focuses on the need for all parties in the telecommunications sector to address underlying consumer dissatisfaction with telecommunications services.

Over the last 25 years, the Telecommunications Industry Ombudsman’s high complaint volumes have coincided with major change and disruption in the telecommunications sector, and declined as change has been bedded down.

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.