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Telecommunications Industry Ombudsman response to Consumer Safeguards Review

05 July 2018

The Telecommunications Industry Ombudsman and the Chairman of the Board look forward to contributing to the Telecommunications Consumer Safeguards Review based on our extensive experience.

We believe the assertions and ideas set out in the paper need to be tested.

In particular, we will be testing the propositions that consumers (especially vulnerable consumers) will have the capacity to work with providers in the model being proposed, and that a new body is needed to achieve greater independence in dispute resolution.

It is vital that any change to the complaint handing mechanism ensures that residential consumers and small businesses continue to have access to a fair, independent and effective complaint resolution service.

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 and 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.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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    Collins Street West Vic 8007                            
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