As part of the 2024 Members Meeting, Ombudsman Cynthia Gebert was pleased to host dynamic panel discussion interrogating the nature of vulnerability, titled “Actioning accessibility – bringing down the barriers together’.
Actioning Accessibility – a dynamic discussion
11 December 2024
In a wide ranging and incisive discussion, Floyd Carvalho from Superloop, Mary Glikin from Optus, and Amy Childs from Telstra, unpacked the often-invisible barriers that prevent consumers from getting the support they need.
“Scripted sympathy doesn’t work” said Ms Glikin, when asked about how to meet consumers where they are. “We need ensure that our teams have effective escalation pathways”, she added.
Ombudsman Cynthia Gebert said that its incumbent on sector to rise to the challenge and demonstrate flexibility when engaging with consumers who are experiencing vulnerability.
“We remain committed to our core mission of delivering a free, fair, and accessible dispute resolution service for those in need” she said.
Questions?
For more information, email[email protected]
Stay up to date with the TIO
Sign up to our latest news, insights and tips to help you with your phone and internet problem
Related blogs
View all- BlogsRead more about When telco problems hit harder: insights from regional Australia
When telco problems hit harder: insights from regional Australia
13 Aug 2026
The TIO is calling for an overhaul of Australia’s telco regulatory framework after a new report found people in regional, rural and remote communities face ongoing connectivity challenges, limited service options and barriers to resolving phone and internet issues.
- BlogsRead more about A new website designed around your needs
A new website designed around your needs
16 July 2026
On 27 July 2026, we’re launching our new TIO website. The improvements make it quicker and easier for you to find information, get support and understand what to do when you need help fixing a phone or internet problem.