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Record-keeping rules and complaint handling standards announced by the ACMA

07 June 2018

The Telecommunications Industry Ombudsman notes the ACMA’s intention to issue a complaint handling standard and record keeping rules to improve complaint handling by telecommunications providers. 

Ombudsman Judi Jones says she welcomes any measures that will improve the customer experience and drive better complaint handling practices.

ENDS

Note to editors

All media enquiries or interview opportunities to Sarah Carnovale on 0437 548 540 or email

About the Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman is a free and independent dispute resolution and complaint handling service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. www.tio.com.au or 1800 062 058.

About the telecommunications sector
Government and the regulators set policy and regulations for the telecommunications sector. The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) www.acma.gov.au Media enquiries to 02 9334 7719, 0434 652 063 or media@acma.gov.au The Australian Competition and Consumer Commission (ACCC)  https://www.accc.gov.au Media enquiries to 1300 138 917, media@accc.gov.au

Communications Alliance is the peak body for Australian communications industry. Media enquiries to Sefiani Communications. www.sefiani.com.au 0431 478 558.

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation. Media enquiries to 0409 966 931.

Billing dispute and suspended service

Case Study Small Business

A small business had their internet services deactivated due to a misunderstanding on billing.

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