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Telecommunications Industry Ombudsman’s Response to Consumer Safeguards Review Part A: (Complaints handling and consumer redress) report

15 November 2018

The Board of the Telecommunications Industry Ombudsman and the Ombudsman are pleased the report on Part A of the Government’s Consumer Safeguards Review (Complaints handling and consumer redress) recognises the importance and strength of the work of the Telecommunications Industry Ombudsman in resolving complaints that residential consumers and small businesses have been unable to resolve with their provider.

The report proposes some fundamental changes to the Telecommunications Industry Ombudsman scheme, which will need to be carefully considered by the Board and the Ombudsman, in consultation with stakeholders.

It is important to ensure that reforms for policy settings and the Telecommunications Industry Ombudsman are tested against overarching and enduring principles. For complaint handling and external dispute resolution, these principles (set out on the Government’s Benchmarks for Industry-based Customer Dispute Resolution) are independence, fairness, accessibility, accountability, efficiency and effectiveness.



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The Telecommunications Industry Ombudsman 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 or 1800 062 058.

The Telecommunications Industry Sector

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) Media enquiries to 02 9334 7719, 0434 652 063 or and the Australian Competition and Consumer Commission (ACCC) Media enquiries to 1300 138 917, 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 Media enquiries to Sefiani Communications, ( 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. Media enquiries to 0409 966 931 or 02 9288 4000.

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