Commenting on the ACMA’s report “Telecommunications Complaints Handling July to December 2018” released today (10 July, 2019), Ombudsman Judi Jones said “We are considering the data published in the report. The telecommunications sector must continue to focus on meeting the needs of consumers.
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New Federal whistleblower laws were enacted on the 19 March 2019. On 4 April, this law was modified, resulting in the new law taking effect on 1 July 2019, to include expanded whistleblower protections regarding all Australia companies. TIO’s Whistleblower policy has been reviewed, amended and approved by the Board in September 2019.
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The report “Investigating complaints about essential mobile services” identifies four key problems driving complaints about mobile services. These are:
The Telecommunications Industry Ombudsman Ltd today voted to move from a Board and Council structure into a single Board of Directors.
The new Board will be independently chaired by Patricia Faulkner AO, currently chair of the National Health Performance Authority, Superpartners, Jesuit Social Services and Deputy Chair of St. Vincent’s Health Australia.
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.
The Telecommunications Industry Ombudsman (TIO) has welcomed the Australian Communications and Media Authority’s (ACMA) direction to telco Planet ISP to comply with an Ombudsman determination and direction that it refund a consumer $5,115.
The TIO referred Planet ISP to the ACMA in June 2014 when the telco failed to comply with an Ombudsman’s direction to repay a consumer charges incurred after the consumer’s mobile had been stolen while travelling overseas.
Michael said that the role of a robust Telecommunications Industry Ombudsman was increasingly important.
“We are seeing a great deal of change in and around telecommunications, and it’s critical that a strong TIO continues to be a conduit between consumers and our members,” he said.
Dana Beiglari was re-appointed for a further three-year term as a Director with Consumer experience, after first being appointed in 2022.
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.
Based on investigations and complaints, the TIO identified four common themes which contribute to fraudsters accessing telco accounts: