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.
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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:
Members who attended the virtual meeting unanimously passed the amendments.
The amendments included:
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 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:
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.
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.
This glossary provides clear definitions for key terms used throughout our guidance documents. It is designed to help you better understand the language we use.
Authorised representative
A person who has authority from a consumer to deal with a provider on their behalf. This includes the power to make changes to the consumer’s account without them being present.
Case manager
A staff member of the Telecommunications Industry Ombudsman handling a complaint.