Every year the TIO receives more than 2,300 complaints from consumers who are unable to pay their phone or internet bills due to financial hardship. The TIO’s Systemic Investigation Team looked into these complaints to shine a light on the consumer experience and challenges faced by telcos when dealing with consumers in financial hardship.
In this 30-minute webinar, we will share:
Board Chair Michael Lavarch said, "The Board has commenced a search for Judi’s successor and aims to have this appointment in place in the first quarter of 2022.
The Australian Competition and Consumer Commission and the Telecommunications Industry Ombudsman are continuing joint efforts to tackle scams relating to mobile phones, SMS and email.
The Telecommunications Industry Ombudsman has received complaints from consumers who had their mobile phone numbers transferred without their knowledge and then had large amounts of money transferred from their bank accounts.
The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or internet service.
The TIO is recognised by the Office of the Australian Information Commissioner as an external dispute resolution scheme that handles privacy-related complaints under the Privacy Act 1998.
Statement by Ombudsman Judi Jones:
“The Telecommunications Industry Ombudsman has activated its business continuity plan in response to the pandemic COVID-19, commonly known as Coronavirus. From today, Thursday 19 March 2020, all employees are transitioning to working from home to minimise the spread of infection, so we can continue to deal with unresolved phone and internet complaints from residential consumers and small businesses.
Protecting our staff
The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s (ACMA) intention to impose new rules to better protect consumers migrating to the National Broadband Network (NBN).
Australian residential consumers and small businesses made 27,195 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2016 to 30 June 2017) about connection and fault issues relating to services delivered over the NBN.
The Telecommunications Industry Ombudsman (TIO) received 30,539 new complaints in July-September 2014, the lowest number in seven years, according to TIO Talks, released today.
The results are part of a downward trend in telco complaints. New complaints to the TIO in July-September 2014 were 9.1 per cent fewer than in April-June 2014, and 14.6 per cent lower than in the same period in 2013.
This content is under review and may not reflect current legislation and Codes.
Complaints we receive involving consumers with different needs include claims that a provider: