Proposed amendments to Terms of Reference 2024

We are amending our Terms of Reference to clarify the TIO’s role in delivering a fair and accessible communications market for Australia.

Update Wednesday 11/12/24

Consultation is now open, Guidance for ToR clause 6.2 “Signposting”

The TIO is now consulting on new guidance for members on clause 6.2 “Signposting”.

Clause 6.2 requires members to take reasonable steps to inform consumers and occupiers about members’ internal complaint handling processes and TIO’s service. Taking reasonable steps to raise awareness of members’ internal complaint handling service and TIO’s free, external dispute resolution service is an important step in supporting a valuable dispute resolution scheme for the telco industry and general public.

Why we want your feedback

This consultation is your opportunity to provide feedback and suggestions for how the Guidelines can best support TIO members to improve how they communicate dispute resolution pathways for their customers.

When we are doing it

Consultation on the guidelines will be open from Wednesday 11 December 2024 to 5pm ADST Thursday 30 January 2025.

How we are doing it

A discussion paper has been developed to assist your feedback. We would like your written feedback on the Signposting guidelines, specifically when and how messaging internal dispute resolution and External dispute resolution is most useful for consumers.

How you can get involved

Please respond with your feedback via email.

Download member guidance "Signposting" (PDF, 232KB)

Download discussion paper (PDF, 162KB)

Update Tuesday 26/11/24

Amended Terms of Reference now finalised

The TIO Board has now approved the amended Terms of Reference (ToR). The amended ToR will come into effect from 1 January 2025.

Thank you for your contribution to the consultation process, the diverse views of our members and stakeholders have informed further changes to our proposed amendments.

The amended ToR aims to respond to recent legislative change, implementing recommendations from the 2022 Independent Review, and clarifies drafting of some clauses.

Read the summary table of amendments to the ToR.

Please reach out if you would like further information.

Next step: Consultation on Guidance for clause 6.2 “Signposting”

Next week the TIO will open consultation on new guidance for members on clause 6.2 “Signposting”.

Clause 6.2 requires members to take reasonable steps to inform consumers and occupiers about members’ internal complaint handling processes and TIO’s service. Taking reasonable steps to raise awareness of members’ internal complaint handling service and TIO’s free, external dispute resolution service is an important step in supporting a valuable dispute resolution scheme for the telco industry and general public.

The guidance will support what ‘reasonable steps’ members should take. Consultation on draft guidance is your opportunity to provide feedback and suggestions.

Update Tuesday 3/9/24

Submissions received

We have received the following submissions to our proposed amendments to the Terms of Reference:

1. Wireless Internet Service Providers Association Australia (WISPAU)

1. Internet Association of Australia (IAA)

1. Financial Counselling Victoria (redacted)

1. Legal Aid NSW

1. nbn co.

1. Optus

1. Australian Communications Consumer Action Network (ACCAN) (redacted)

1. Australian Mobile Telecommunications Association (AMTA)

1. Communications Alliance

1. Confidential submission
2. Confidential submission
3. Confidential submission

Update Monday 2/9/24

Submissions for this consultation have now closed. For further information, please contact us.

Posted Tuesday 6/8/24

We are amending our Terms of Reference to clarify the TIO’s role in delivering a fair and accessible communications market for Australia.

The proposed changes are limited to responding to recent legislative change, implementing recommendations from the 2022 Independent Review and correcting drafting issues.

We invite the public and all interested stakeholders to make a submission by emailing [email protected].

The consultation closes at 5pm AEST, 30 August 2024.

Written submissions will be made publicly available on our website unless clearly marked as confidential.

Proposed amended Terms of Reference (PDF, 426KB)

Terms of Reference discussion paper (PDF, 1MB)