Mary is passionate about effective dispute resolution for telco problems because “telecommunications products and services are a central part of our lives in modern society,” she says.
“Our dependence on phone and internet services means any roadblocks consumers experience when accessing or resolving problems with their telco can be critical. It’s important that we do our best to resolve these problems quickly and fairly.”
Teresa played a key role in the development of the TIO, serving on both the TIO Board and Council from 2008 until her resignation 2017.
Complaints we receive about collecting overdue charges include claims that:
The Telecommunications Industry Ombudsman is pleased to see the Government’s Response and Implementation Roadmap for the Digital Platforms Inquiry, published today (Thursday 12 December 2019) has accepted its recommendation on running a pilot external dispute resolution mechanism for consumers, businesses and digital platforms.
This content is under review and may not reflect current legislation and Codes.
Complaints we receive about managing usage and expenditure on a telecommunications service include claims that a provider:
Complaints made to the TIO as a proportion of telcos’ services in operation increased during January March 2015, compared to the previous quarter – but dropped by 12.2 per cent compared to the same period last year, according to the Telecommunications Complaints in Context report released today.
This content is under review and may not reflect current legislation and Codes.
Complaints we receive about telecommunications contracts include claims that:
In the last financial year, the TIO received over 500 complaints from consumers who said they had fallen victim to fraud through their telco account. The TIO’s Systemic Investigation Team looked into these complaints to shine a light on the consumer experience and the challenges faced by telcos when defending phone and internet accounts from fraudsters.
In this 45-minute webinar, you will learn about:
Complaints we receive about restricting or disconnecting a service for credit management reasons include claims that a telco restricted, suspended or disconnected a service because of overdue charges:
In this position statement credit management means the process by which a telco:
The result for all participating providers, 6.5 complaints per 10,000 services in Operation (SIO), has decreased 9.7 per cent when compared to January-March 2015 (7.2) and 14.5 per cent when compared to April to June 2014 (7.6).
These results reflect the overall decrease in TIO new complaints, which reduced by 10.5 per cent during 2014-15. This is the lowest level of new complaints since 2007-08.