The Telecommunications Industry Ombudsman’s systemic investigation power allows the organisation to identify issues with the telecommunications industry’s regular systems, processes or practices and issues that may cause detriment to residential consumers and small businesses.
By investigating issues, raising awareness, and working with telecommunications providers to make recommended changes, the Telecommunications Industry Ombudsman drives improvements in the delivery of telecommunications services leading to better outcomes for consumers and the telecommunications industry.
There are two types of systemic reports:
Systemic Spotlights raise awareness of systemic issues identified by our office.
Systemic Insights provide in-depth analysis, findings and recommendations about systemic issues identified by the Telecommunications Industry Ombudsman in order to improve industry practice.
Systemic Insight: Sales Practices Driving Consumer Debt PDF (Feb 2019)
A consumer noticed her name was not correctly spelt on her bill and she went into the providers store to fix it. Whilst in store, the provider convinced the consumer to sign up for a new NBN package which she did not fully understand.