TIO welcomes Senate report into Optus outage

The Telecommunications Industry Ombudsman (TIO) welcomes the Environment and Communications References Committee’s final report on the Optus Network Outage, released Friday 27 September 2024. Last year’s Optus network outage highlighted that telecommunications services are essential and critical to our community and economy.

The TIO looks forward to working with Government on the development of a fair and reasonable compensation scheme in line with the Senate report’s recommendations, balancing the expectations of the community and telecommunications providers.

We strongly support the Committee’s recommendation that the Customer Service Guarantee (CSG) be reviewed and updated by Government so that it reflects how people need and use telecommunications services.

Since May this year, and by recommendation from the Bean Review into the Optus outage, the TIO has been chairing a Steering Committee looking at the design of the Triple Zero Custodian to improve end-to-end oversight of Triple Zero. A report setting out the Committee’s final recommendations will be presented to the Government in late October.

Quotes attributable to Ombudsman Cynthia Gebert:

“This report sets out a pathway for increased trust and confidence during times of crisis.

“The Australian community needs a fairer system for seeking compensation during times of mass outages, and rules for communicating on the outage of their essential service.

“Telecommunications providers need an even playing field that spells out what happens when critical infrastructure goes down, and what their customers can expect when their service doesn’t operate as expected.

“The TIO will be making a submission to the ACMA’s consultation on new rules for communication during major events and will work with stakeholders to ensure that there is a fairer system for consumers to seek compensation during times of mass disruption.

“The TIO will continue its contribution to building trust, connecting people, and delivering a fairer telco sector for all Australians.”

ENDS

Notes to Editors

For all media enquiries please contact the Media Team on 0437 548 540 or via email.

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service.