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Stakeholders invited to participate in Telecommunications Industry Ombudsman review

22 May 2017

The Telecommunications Industry Ombudsman is undergoing its five-yearly independent review. The review involves a public consultation and invites submissions from its range of stakeholders.

The Telecommunications Industry Ombudsman is committed to ensuring that it continues to work effectively to meet the needs of residential consumers and small business, its members and the telecommunications industry.

The independent review will examine the dispute resolution processes of the  Telecommunications Industry Ombudsman to consider whether changes to current processes would deliver more effective dispute resolution in a high volume and volatile complaint demand environment.

The Telecommunications Industry Ombudsman  has specified that the review is to make findings and recommendations relating to:

  • the effectiveness of the Telecommunications Industry Ombudsman’s complaint resolution processes, systems and resources;  
  • the effectiveness of the Telecommunications Industry Ombudsman’s  approach to systemic issues in improving telecommunications provider practices;  
  • the adequacy of the Telecommunications Industry Ombudsman ‘s authorising environment (including the legislative framework and the Telecommunications Industry Ombudsman’s Constitution and Terms of Reference);  
  • its effectiveness in resolving disputes between consumers and telecommunications providers; and  
  • the effectiveness of the Telecommunications Industry Ombudsman’s engagement with government, regulators, consumers, industry and other stakeholders.  

Cameron.ralph.khoury has been engaged to conduct the review.  

Submissions are now closed. An explanation of the continuing process of the review can be viewed here.

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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

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