Scams, financial hardship and 3G shutdown on the agenda for TIO Consumer Panel meeting

At the end of July we held our quarterly Consumer Panel meeting to discuss the unique issues affecting telco consumers and what we can do better to help them.

The Panel spoke about accessibility, cost of living pressures and tailored assistance for consumers with vulnerabilities. We heard from guest presenters from Telstra about its work on the 3G shutdown and from the National Anti-Scam Centre (NASC) about giving assistance to consumers impacted by scams.

Jayde Richmond from the NASC spoke about the role of the NASC in disrupting scams and their emphasis on protecting vulnerable consumers. She also noted that consumer groups can help the NASC by amplifying its messages for consumers, encouraging reporting scams to ScamWatch.

Feedback given from Consumer Panel members included the need for the NASC to extend its reach within the community, including older Australians, consumers with limited English, and consumers who are neurodivergent.

The Panel’s TIO presenters included Policy & Regulatory Affairs Lead Erin Dempsey, who spoke about compliance with the new financial hardship standard.

The TIO’s recent review of hardship complaints found a trend of providers either not offering payment plans or offering payment plans that are not in line with the consumer’s capacity to pay.

Panel members noted that some consumers feel pressured to accept payment plans that they cannot afford, the importance of frontline staff training, and that consumers often have to tell their story many times to their provider when getting assistance.

The Panel also heard from TIO Executive General Manager, Operational Excellence Bernie Wise on our fairness framework, guidance notes and updating our complaint handling process, and TIO’s Digital Communications Innovator Amanda Liew on digital accessibility, and upgrades to the TIO website.

Thanks to our Consumer Panel members:

• ACCAN
• Blind Citizens Australia
• Consumer Action Law Centre
• COTA Australia
• COSBOA
• Financial Counsellors Association of WA
• Financial Counselling Australia
• Isolated Children's Parents Association of Australia
• Legal Aid NSW
• National Ethnic Disability Alliance
• The Regional Tech Hub