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Telecommunications Industry Ombudsman’s 2022 Independent Review findings released

The Telecommunications Industry Ombudsman (TIO) welcomes the findings of the 2022 Independent Review into the scheme. The Review, conducted by Queen Margaret University in Edinburgh, provides insightful recommendations on strengthening the TIO’s role, ensuring processes are fit-for-purpose and fair for both members and consumers.

The findings of the Independent Review recognise the TIO's role and success in improving consumer outcomes in the industry, and note the continuing high level of support for the TIO from stakeholders. The Review also provides valuable feedback on steps to improve the TIO’s performance, including reviewing processes to reduce case-handling times, and working to ensure that the needs of disadvantaged and vulnerable consumers are fully considered.

Ombudsman Cynthia Gebert said “The recommendations from the TIO’s Independent Review provide a helpful roadmap for the organisation to follow, as it adapts to an ever-changing telecommunications landscape.

“My office welcomes the opportunities presented by the Independent Reviewers to improve our scheme, and we’ve already begun to make changes in line with several recommendations.”

The Independent Review and the TIO’s response to the recommendations can be found here.