TIO welcomes parliamentary recommendations to strengthen digital platform complaints pathways

The committee recommends the Australian Government consider how to improve the complaints resolution process, including about false and misleading information online.

The Greens provided additional comments in the Report, including a Recommendation urging the Government to ensure individuals have access to a free and independent service for escalating complaints related to digital platforms. This would give Australians somewhere to go to resolve concerns about false or misleading online information by expanding the remit and jurisdiction of the TIO to cover digital platforms.

Ombudsman Cynthia Gebert said the recommendations reflect what the TIO hears every day from consumers.
“People come to us after they’ve exhausted every available option, only to discover there is nowhere independent to turn,” Ms Gebert said.

While the TIO currently has no power to resolve digital platform complaints, it continues to collect and analyse complaint data to highlight systemic issues and consumer harm.

“Effective dispute resolution isn’t just about fixing individual problems. It’s about accountability, fairness and ensuring Australians can access justice when automated systems or opaque processes get things wrong.”

The TIO has long supported reforms that strengthen both internal complaint handling and independent external dispute resolution and stands ready to support government and industry as the report’s findings are considered.

ENDS

Notes to Editors

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About the Telecommunications Industry Ombudsman (TIO)

The TIO provides a free and fair dispute resolution service for consumers and small businesses who have an unresolved complaint about their phone or internet service. The TIO works with government, industry and consumers to improve the telecommunications landscape.