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Statement on ACMA’s Compliance and Enforcement Statement of Approach

Commenting on the ACMA’s Compliance and Enforcement statement of approach announced today (22/08/2028), Ombudsman Judi Jones says, “Residential consumers and small businesses want migration from their old phone or internet service to a service delivered over the National Broadband Network to go well.

“The Telecommunications Industry Ombudsman supports the ACMA’s statement of approach which gives clear guidance to telcos about its expectations under the new rules, and provides a strong framework to support dispute resolution.”

Residential consumers or small businesses should first aim to resolve their complaint with their phone or internet provider. If the complaint remains unresolved, the residential consumer or small business should contact the Telecommunications Industry Ombudsman at or call 1800 062 058.



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 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.