Leading operations with purpose – Meet new TIO Executive, Carmen Basilicata

The Telecommunications Industry Ombudsman (TIO) is pleased to welcome Carmen Basilicata as our new Executive General Manager, Operations.

Carmen joins the TIO with a strong sense of purpose and a deep commitment to public service. She was drawn to the organisation’s role in providing free, independent and fair dispute resolution for consumers across Australia.

Carmen brings extensive senior executive experience across regulation, dispute resolution, compliance and enforcement. Before joining the TIO, she worked at the Australian Skills Quality Authority, where she led major transformation programs that delivered strong operational results. A qualified lawyer, Carmen has also held senior roles at Comcare and the Australian Taxation Office.

Her leadership style has been shaped by working in complex, fast‑paced environments where change is constant and outcomes matter. Fairness and integrity sit at the heart of Carmen’s approach. She is committed to transparent decision‑making and to creating environments where people feel supported, engaged and able to do their best work.

Looking ahead, Carmen is focused on strengthening the TIO’s operations in line with its purpose.

“I want to support our people to thrive, improve how we work, and continue to deliver fair and timely outcomes for consumers.”

With her experience, values and people‑focused leadership, Carmen is well placed to support the TIO’s vital work for consumers across Australia.