The TIO said prevention is essential, but prevention alone is not enough. Australians also need a clear, fair and independent pathway to resolve complaints when digital platforms do not respond, do not explain their decisions, or leave people without a practical remedy.
Ombudsman Cynthia Gebert said the Digital Duty of Care must not leave people with obligations on paper but nowhere to go in practice.
“Australians need more than promises from big tech. They need a fair process, human support and an independent body that can help resolve complaints when things go wrong,” Ms Gebert said.
“If the Digital Duty of Care does not include independent dispute resolution, it risks leaving Australians in the same position they are in today - stuck between automated responses, unclear escalation pathways and powerful global platforms.”
The TIO said Australians rely on digital platforms and online services to communicate, work, study, access services and participate in the community. When problems arise, the impact can include financial loss, privacy concerns, account lockouts, scams, harmful content or poor complaint handling.
“The Parliament now has an opportunity to strengthen the bill so it delivers what Australians expect: safer online services and somewhere independent to turn if those services fail them,” Ms Gebert said.
“Independent dispute resolution is how we make accountability real for people.”
The TIO is urging Parliament to strengthen the dispute resolution provisions in the Digital Duty of Care and ensure Australians have access to a trusted ombudsman for online service complaints.
ENDS