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.
The report “Investigating complaints about essential mobile services” identifies four key problems driving complaints about mobile services. These are:
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.
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:
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 Telecommunications Industry Ombudsman’s (TIO) Quarter Two Complaints Report shows a 9.9 per cent increase in the number of complaints received between October and December 2022. Residential consumers and small businesses made 17,903 complaints, with more than half of these about mobile services.
Complaints this quarter increased largely due to the impact of the Optus data breach. Complaints about the unauthorised disclosure of personal information jumped to the third most complained about problem during this quarter.
The Telecommunications Industry Ombudsman also has a number of factsheets about common questions we receive:
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