On 11 November, the Telecommunications Industry Ombudsman (TIO) celebrated NADIDOC Week by launching its REFLECT Reconciliation Action Plan (RAP).
For the TIO, this RAP shows the organisation’s deep commitment to embrace and promote the cultures, rights, and perspectives of Aboriginal and Torres Strait Islander peoples. It is also a chance to play our part in promoting the inalienable right of First Nations people to effective telecommunications, and their right to resolution of issues and disputes.
Ombudsman Judi Jones said the RAP is testimony to the TIO’s unwavering commitment to know Aboriginal and Torres Strait Islander consumers so the organisation can better deliver its service.
“While the complaints we deal with stem from technology, the problems we help solve are human ones, of connecting with each other. At the heart of the problems we deal with there is generally a communication breakdown – people on either side don’t fully understand each other’s issue or perspective and so are unable to find a way forward. We re-establish communication and help people work things out by providing fair, independent, and accessible dispute resolution services.”
Senior Advisor of Equality, Inclusion and Diversity, Navanita Bhattacharya said, “As we progress, we will be sharing our experiences, challenges and insights. We want to learn from and engage with others about their own RAP journeys. No one organisation has the sole right answer -- and we hope that by sharing our thinking, we learn from others, knowing the best ideas come from having diverse perspectives and voices in the conversation.
“At the TIO we are committed to our people, the promises we made in our RAP and overall, in providing accessible and inclusive service.”