Changes to powers bring all parties into the complaint resolution process

Residential consumers, small businesses and telecommunications providers will benefit from changes to the Telecommunications Industry Ombudsman’s Terms of Reference, introduced Wednesday 25 October, 2017.

The updated Terms of Reference strengthen the obligation on phone and internet providers to work with telecommunications Industry Ombudsman, provide information and comply with decisions of the Ombudsman to resolve a complaint.

The Terms of Reference now reflect the legislative requirement for carriers and intermediaries in the supply of telecommunications services (such as aggregators) to belong to the Telecommunications Industry Ombudsman scheme.

In publishing the updated Terms of Reference, Ombudsman Judi Jones says, “Everyone wants complaints resolved quickly. The changes to our Terms of Reference will improve our ability to work with all the relevant parties in the supply chain.”

Residential consumers and small businesses should contact www.tio.com.au or 1800 062 058.