TIO welcomes ACCC’s call for external dispute resolution for digital platforms

The Telecommunications Industry Ombudsman (TIO) welcomes the Australian Competition and Consumer Commission’s (ACCC) call for an independent, external dispute resolution (EDR) scheme for digital platforms.

The call comes as part of the ACCC’s Digital Platform Services Inquiry 2020-2025 Final Report and key findings released today, which highlights the need for greater consumer protections for digital platform users “often left with no avenues for redress or resolving disputes”.

The ACCC’s Key Findings reveal 72 per cent of Australian consumers surveyed have experienced unfair practices when engaging with digital platforms, including hidden fees and accidental subscriptions. The ACCC makes clear that without an external dispute resolution scheme, trust in digital platforms is waning and taking its toll on a healthy and competitive digital economy.

The TIO has long called for the expansion of its remit to incorporate digital platforms, to ensure consumers have access to a modern communications ombudsman that can help resolve issues with their phone, internet and digital platform providers.

Quotes attributable to Telecommunications Industry Ombudsman Cynthia Gebert

“When things go wrong with digital platforms, people need a clear and trusted pathway to resolve their concerns. My office already hears from people and small businesses who are really frustrated by the harm they’re experiencing when they get nowhere through internal dispute resolution with their digital platforms."

"We strongly support the ACCC’s recommendation for an external dispute resolution scheme that can help achieve fair outcomes for digital platform users. Digital platforms are part of everyday life and consumers deserve the same protections they’ve come to expect with their phone and internet services."

"The ACCC report shows 82 per cent of Australian consumers support the need for an independent external dispute resolution scheme. We urge the Government to listen to consumers and take steps now to ensure digital platforms are held to the same standards as other essential services."

ENDS

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