New agreement to deliver better outcomes for phone and internet consumers and providers | The Telecommunications Industry Ombudsman
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New agreement to deliver better outcomes for phone and internet consumers and providers

Summary
A revised Memorandum of Understanding (MoU) between the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) sets out a refreshed approach to collaboration and information sharing on compliance, enforcement and systemic issues.
Ombudsman Judi Jones and ACMA Chair Nerida O'Loughlin hold the signed MoU
Ombudsman Judi Jones and ACMA Chair Nerida O'Loughlin

A revised Memorandum of Understanding (MoU) between the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) sets out a refreshed approach to collaboration and information sharing on compliance, enforcement and systemic issues.

The MoU provides a clear framework for the referral of compliance and systemic issues in complaints. It will support both organisations to address persistent and systemic phone and internet issues.

The agreement will see a more proactive process in ensuring telcos join and comply with the TIO dispute resolution scheme. The scheme is Australia’s busiest ombudsman service and deals with complaints about landline phones, mobiles and internet services, most typically around billing and coverage issues.

ACMA Chair Nerida O’Loughlin said the agreement was a positive step forward for telco consumers in Australia.

“This agreement will further enhance the working relationship between the ACMA and the TIO, to ensure consumers are adequately protected and telcos fulfil their obligations,” Ms O’Loughlin said.

“We can use our powers to take enforcement action against any telco referred to us by the TIO for failing to comply with the Ombudsman’s directions.”

Telecommunications Ombudsman Judi Jones said “This refreshed agreement builds on the already close relationship with the ACMA and shows both organisations are committed to collaboration and effective information sharing.

“Consumers and the telco industry will benefit from both organisations taking decisive action on non-compliance and systemic issues.

“A closer working relationship between our organisations gives clarity and certainty to providers and consumers about the regulatory framework that supports a thriving telecommunications industry.”

The full agreement, which sets out a framework for liaison, collaboration, assistance and the exchange of information between the two parties, can be viewed on the ACMA or TIO website.

For more information, please contact ACMA Media on 0438 375 776 or media@acma.gov.au or the TIO Media Team on 0437 548 540 or mediaenquiries@tio.com.au.
 

Notes to editors


Media enquiries 

For all media enquiries please contact the Media Team on 0437 548 540 or via email

About the Telecommunications Industry Ombudsman 

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. 

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

The Telecommunications Industry Sector 

Government and the regulators set policy and regulations for the telecommunications sector. 

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) acma.gov.au Media enquiries to (02) 9334 7719 or media@acma.gov.au and the Australian Competition and Consumer Commission (ACCC): accc.gov.au. Media enquiries to 1300 138 917 or media@accc.gov.au. After hours 0408 995 408. 

Peak Bodies 

Communications Alliance is the peak body for Australian communications industry: commsalliance.com.au. Media enquiries to Sefiani Communications sefiani.com.au or 0431 478 558. 

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services, accan.org.au Media enquiries to 0409 966 931 or 02 9288 4000. 

Acknowledgement of Country 

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects  
to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.