Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

Statement on budget announcement

03 April 2019

The Telecommunications Industry Ombudsman welcomes the Government’s continuing commitment to telecommunications safeguards for consumers.

Last night’s (Tuesday 2 April, 2019) budget measures propose the Australian Communications and Media Authority (ACMA) collaborate with the TIO to increase transparency about complaint handling and help to ensure consumers get the level of service they expect from their provider.

Ombudsman Judi Jones said, “We are exploring the detail of the budget measures and the opportunity to further enhance collaboration with the ACMA, telecommunications service providers, and government to resolve the ongoing phone and internet issues residential consumers and small businesses have reported to us over the last three years.

“We have begun the preparation work to transition to quarterly reporting on complaints and look forward to delivering this in the next financial year. Our purpose remains clear – to ensure that residential consumers and small businesses continue to have access to an independent, fair, and effective complaint resolution service.”

Ends

NOTES TO EDITORS

For all media enquiries please contact Sarah Carnovale on 0437 548 540 or mediaenquiries@tio.com.au 

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman (TIO) provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia.

Residential consumers and small businesses should contact www.tio.com.au or 1800 062 058.

The Telecommunications Industry Sector

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) http://www.acma.gov.au Media enquiries to (02) 9334 7719 or media@acma.gov.au and the Australian Competition and Consumer Commission (ACCC)  https://www.accc.gov.au Media enquiries to 1300 138 917, media@accc.gov.au After hours 0408 995 408.

Government and the regulators set policy and regulations for the telecommunications sector.

Communications Alliance is the peak body for Australian communications industry http://www.commsalliance.com.au Media enquiries to Sefiani Communications, (www.sefiani.com.au) 61 431 478 558.

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services. http://accan.org.au/index.php Media enquiries to 0409 966 931 or 02 9288 4000.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.

Billing dispute and suspended service

Case Study Small Business

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

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614