Update Wednesday 11/12/24
Consultation is now open, Guidance for ToR clause 6.2 “Signposting”
The TIO is now consulting on new guidance for members on clause 6.2 “Signposting”.
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Gender equality in the workplace is an important aspect of the Telecommunications Industry Ombudsman’s three-year Equality Diversity and Inclusion strategy. For the fourth year in a row, the TIO is proud to announce our compliance with the Gender Equality Act (2012), having recently completed the annual report to the Workplace Gender Equality Agency (WGEA).
Who we are
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.
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.
Australian landline numbers and the addresses to which they are connected are, by default, listed in public number directories and given out by directory assistance services.
A telecommunications provider can agree with a consumer to:
The new process is expected to go live on 1 July 2023, and we will have another update about joinder criteria in early 2023. Key features already locked in include:
The Outreach Team travelled to the Snowy Valley region to attend the Energy and Water Ombudsman NSW (EWON) roadshow. The TIO, along with many other organisations including EWON, the NSW Ombudsman, as well as Senior Rights Services, Services Australia and more set off to meet seniors based in Tumbarumba, Gundagai and Albury. This trip aimed to gather service providers together in these towns to offer a one-stop-shop to offer the elderly community support or assistance.
The Telecommunications Industry Ombudsman welcomes the announcement by the Australian Communications and Media Authority of the terms of reference to explore ways to disrupt scam activity on telecommunications networks.
The report reveals the TIO continues to see systemic issues involving one-size-fits-all processes, providers failing to meet or understand their legal obligations, and poor sales practices. These issues can lead to unintended consequences for consumers, including financial pressure and significant distress.