Some residential consumers and small businesses have contacted the Telecommunications Industry Ombudsman today (01/03/2018), about companies claiming the Telecommunications Industry Ombudsman has recommended their services.
The Telecommunications Industry Ombudsman would never recommend that consumers switch retailer. We do not call consumers with these recommendations and we do not engage agencies to do this on our behalf.
The Australian Competition and Consumer Commission (ACCC) has announced Optus has agreed to offer remedies to customers who signed up for National Broadband Network (NBN) plans that could not achieve the advertised speeds.
The ACCC is responsible for enforcing this undertaking.
Optus has until 2 March 2018 to notify affected customers.
Residential customers who are unsure if the undertaking applies to them can contact Optus on 1800 780 219.
Complaints we commonly receive about infrastructure used to connect a property to a telecommunications network include claims that:
What is the SIP Regime?
The SIP regime came into effect on 1 July 2020. Its purpose is to support the Universal Service Guarantee, which aims to ensure people across Australia have access to broadband and voice services.
What is a Statutory Infrastructure Provider (SIP)
A SIP is a carrier designated for a particular area under the SIP rules. These rules set out key obligations for the SIP to connect and supply services at minimum speed.
Commenting on the ACMA’s Compliance and Enforcement statement of approach announced today (22/08/2028), Ombudsman Judi Jones says, “Residential consumers and small businesses want migration from their old phone or internet service to a service delivered over the National Broadband Network to go well.
“The Telecommunications Industry Ombudsman supports the ACMA’s statement of approach which gives clear guidance to telcos about its expectations under the new rules, and provides a strong framework to support dispute resolution.”
Complaints as a proportion of telcos’ services in operation (SIO) were almost 13 per cent lower in the December quarter 2015 and 27 per cent lower compared to the same time the previous year, according to the telecommunications Complaints in Context report, released today.
The total complaints per 10,000 SIO for all participating telcos was 4.8, a decrease of 12.7 per cent compared to July-September 2015.
Glen brings extensive leadership, governance and financial skills and experience to the TIO. He is a Chartered Accountant and a former Senior Partner at PwC, where his experience included providing audit services in the telecommunications sector.
Glen is the current CEO of Diabetes Victoria and serves on several boards, including Victorian Legal Services Board & Commissioner, The Royal Women’s Hospital and Australian Communities Foundation.
Leigh’s experience of Australia’s bushfire season is all too familiar. The Telecommunications Industry Ombudsman (TIO) has published a factsheet detailing information for bushfire affected consumers and the help available from phone and internet providers.
Closer to home, Leigh shares his experience as a Country Fire Authority (CFA) volunteer, and what he witnessed firsthand fighting the fires in Grafton NSW.
Leigh joined Strike Team 14-21, a convoy of CFA and New South Wales Rural Fire Service volunteers tasked with halting the fire heading towards Grafton’s town.