Statement about alternative commitments for TCP Code compliance

The Telecommunications Industry Ombudsman notes today’s announcement about alternative commitments for Telecommunications Consumer Protections Code (TCP Code) compliance during the pandemic.

Ombudsman Judi Jones said, “It is important that the government, regulators, and phone and internet providers maintain their focus on keeping people and small businesses connected and ensuring they have access to financial hardship programs. 

“I acknowledge the challenges confronting phone and internet providers with the closure of overseas call centres and increased demand on their customer service teams. We will take the alternative commitments announced today into account when determining what is fair and reasonable in the resolution of complaints.

“Residential consumers and small businesses who are experiencing problems with their phone or internet service or find themselves struggling to pay bills should first try to resolve the issue with their provider. Contact us if the problem remains unresolved, we are here to help.”

Ends

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.