Support grows for independent umpire for digital platforms complaints

At yesterday’s opening Senate inquiry hearings, Meta and tech industry lobby group DIGI backed this approach, while the Council of Small Business Organisations Australia backed a clear ombudsman jurisdiction for small businesses locked out of their online accounts without explanation or practical appeal options.

The Australian Communications Consumer Action Network and the Consumer Policy Research Centre specifically supported a role for the TIO, while the Alannah and Madeline Foundation, the Centre for Excellence in Child & Family Welfare, Human Rights Law Centre and Rule of Law Institute also spoke in support of an ombudsman.

Today, the Australian Jewish Association and Anglican Church Diocese of Sydney also agreed on the need for an independent dispute resolution mechanism.

Telecommunications Industry Ombudsman (TIO) Cynthia Gebert said there is growing recognition that putting obligations on platforms is only half the job. “If those internal processes fail, people need somewhere independent to turn.”

Appearing before the Senate inquiry, Ms Gebert welcomed the Bill’s new obligations on platforms but argued an online services ombudsman is the missing piece.

“Australians need more than promises of improved processes from big tech. They need a fair process, human support and an independent body that can help resolve complaints when things go wrong,” she said.

The TIO is urging the Government to finish the job: expand the TIO so Australians can take unresolved platform complaints to an independent umpire.

Digital services enquiries to the TIO rose 70 per cent last financial year. People and small businesses sought help with problems outside the TIO’s powers.

Without external dispute resolution, Australians risk being trapped between automated responses, unclear escalation pathways and powerful global platforms.

“The bill could inadvertently make things worse. If big tech companies increase their use of blunt automated processes to block accounts flagged as harmful, these powerful platforms could increase costs for small businesses and limit people’s ability to stay connected online.”

Expanding the TIO would give Australians a free, independent place to resolve disputes without creating another body.

The TIO brings 33 years’ experience resolving complaints, addressing power imbalances and using complaints data to expose systemic problems and drive industry improvement.

“Parliament can strengthen this Bill to deliver what Australians expect - safer online services and somewhere independent to turn when those services fail them,” Ms Gebert said.

ENDS