The Telecommunications Industry Ombudsman acknowledges the release of the Government’s Consumer Safeguards Review Part B report, published today (Tuesday 17 December 2019), to guarantee minimum standards of reliability for telecommunications services.
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Consumers are reporting having their bank accounts drained by fraudsters and their email inboxes accessed in the latest scam involving theft of mobile numbers. These issues are highlighted in the Telecommunications Industry Ombudsman’s Systemic Spotlight, “Reducing fraudsters’ theft of mobile numbers”, published today (Wednesday 6 February, 2019).
The Telecommunications Industry Ombudsman (TIO) supports recommendations made by Energy and Water Ombudsman NSW to raise awareness of free Ombudsman services to consumers who are thinking about using a Credit Repair Agency.
“The TIO is a fast, free and fair way for consumers to have their telco complaints resolved,” Ombudsman Simon Cohen said.
“It is clearly preferable that consumers know they have the option to contact an Ombudsman themselves, at no charge, to have the fairness of charges and default listings examined.”
Did you know...?
Before you buy a product or service... If you tell a telecommunications provider what you need a service for, they must tell you if they have anything on offer that might suit you. They have to describe products and services accurately. If a provider does not tell you important things you should know before you buy something from them, they have to fix any problems resulting from this.
Infinity Telecom was referred to the ACMA by the Telecommunications Industry Ombudsman after a systemic investigation revealed breaches of multiple consumer safeguards including the ACMA Complaints Handling Standard and Consumer Information Standard, and the Telecommunications Consumer Protection (TCP) Code.
Statement attributable to Ombudsman Judi Jones:
After consultation with the Board, I have amended clause 3.3 of the Complaint Handling Procedures to allow me to change the timeframes for complaint handling, when a disaster has been declared under the Telecommunication Industry Ombudsman’s Business Continuity Plan. I have declared the current COVID-19 pandemic is a disaster under the Business Continuity Plan, and from Thursday 26 March 2020, have increased the time to respond to standard (non-urgent) referrals from 10 to 15 days.
We support the proposed constitutionally enshrined Voice to Parliament as the first step in this journey.
As an Ombudsman service, we believe in the power of listening to achieve fair outcomes. We see our support for the Voice as a natural extension of the commitment to reconciliation we have made through our Reconciliation Action Plan. We know from our community outreach work with First Nations communities that listening to the members of a community is how to achieve the best outcomes for that community.
The report identifies four key areas of improvement for providers in responding to consumers in financial hardship:
- Accessible, proactive and timely hardship assistance
- Effective hardship arrangements that factor in consumers’ circumstances
- Payment plans recorded and applied accurately
- Regular engagement with consumers to support better outcomes
The Energy & Water Ombudsman NSW, the Telecommunications Industry Ombudsman and the newly established Australian Financial Complaints Authority will hold ‘Bring Your Bills Days’ and Community Expos in Parkes, Coonamble and Dubbo on 4, 5 and 6 December 2018.
The Bring Your Bills Days will provide free advice and support for all residents, farmers and small business operators affected, directly or indirectly, by drought, low incomes or other factors.
“Meeting the needs of consumers impacted by family violence”, a report by the Telecommunications Industry Ombudsman, provides the findings of a systemic investigation.
The investigation found the needs of consumers experiencing family violence were not always met by the telcos’ standard systems and processes. The report details how the unauthorised disclosure of personal information can have dangerous consequences. It also reveals the impact of how an inflexible approach to providing the right financial help can contribute to financial hardship.