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Free and independent complaint handling key to addressing telco consumer dissatisfaction

The Telecommunications Industry Ombudsman and Board has welcomed the opportunity to contribute to the review of the Consumer Safeguards.  

Our submission to the Consumer Safeguards Review focuses on the need for all parties in the telecommunications sector to address underlying consumer dissatisfaction with telecommunications services.

Over the last 25 years, the Telecommunications Industry Ombudsman’s high complaint volumes have coincided with major change and disruption in the telecommunications sector, and declined as change has been bedded down.

We believe reforms should be designed to improve complaint processes or outcomes for consumers on an ongoing basis, rather than the sole purpose of reducing complaints to the Telecommunications Industry Ombudsman.

Our purpose remains clear – to ensure that residential consumers and small businesses continue to have access to a fair, independent and effective complaint resolution service.

The submission can be viewed here.



For all media enquiries please contact  Sarah Carnovale on 0437 548 540 or  

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.