In its submission to the Digital Duty of Care consultation, the TIO urged the Government to apply lessons learned from decades of telco reform by embedding stronger complaint handling standards and mandatory participation in an independent external dispute resolution (EDR) scheme.
Since January 2023, more than 2,500 people have turned to the TIO after struggling to resolve problems with digital platform providers. Consumers often describe navigating confusing online forms, chatbots and automated responses, with no clear explanation for decisions or a way to escalate their concerns.
Independent EDR schemes provide critical safeguards when people can’t resolve problems with a service provider. These schemes provide a free, fair and independent alternative to expensive court action against well-resourced providers.
Research* published by the Consumer Policy Research Centre (CPRC) and the TIO in June 2026 confirmed 2 in 3 people (67%) who make complaints to digital service providers are left unhappy with the outcome.
The TIO made two primary recommendations as part of its Digital Duty of Care submission:
- require designated digital platforms to participate in an external dispute resolution (EDR) scheme
- set clear minimum standards for dispute resolution and name sectors for participation.
The TIO also recognises the Government’s proposed privacy reforms as an important step to strengthen protections for digital platform users. However, it also reinforces the need for an ombudsman scheme to ensure people’s privacy rights are upheld and to provide a clear pathway for redress when things go wrong.
*Someone to Turn To: An independent report examining the Australian community’s experiences with digital services, problems and challenges resolving online complaints.
Quotes attributable to Cynthia Gebert, Telecommunications Industry Ombudsman:
“Every major industry eventually learns the same lesson – it's not enough for companies to review their own decisions behind closed doors.
“We’re in full support of the Government including internal dispute resolution as part of its proposed Digital Duty of Care, however trust isn’t built by hoping companies will do the right thing. Experience here and overseas has shown us that large tech companies respond to clear rules, defined obligations and meaningful accountability.
“The availability of independent external dispute resolution should never be an afterthought once a system has failed. Everyday Australians need someone to turn to for support holding big tech companies accountable when they get things wrong – and we stand ready to help.
“The Digital Duty of Care offers the Government a rare opportunity to apply the lessons learned from decades of consumer protection reform and build the right safeguards in from day one.”