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Telecommunications Industry Ombudsman Independent Review released

The Independent Review into the Telecommunication Industry Ombudsman recommends the organisation strengthens its role investigating systemic issues within the telecommunications sector.

The Review, released today (15 December 2017), also reflects the current environment of dynamic change in policy, technology, consumer engagement and the social sphere of the telecommunications industry.

It acknowledges the Telecommunications Industry Ombudsman has built a high level of awareness, accessibility and credibility with residential consumers, small businesses and phone and internet providers, as well as government and agencies within the telecommunications sector.

The Telecommunications Industry Ombudsman supports the recommendations made in the Independent Review and work has already commenced on implementation.

Ombudsman Judi Jones said “The Independent Review provides an important opportunity to reflect on how we are performing and provides a valuable contribution on where to focus to improve our service for residential consumers and small business.

“We will use the findings and recommendations of the Independent Review to help improve the telecommunications industry and strengthen consumer confidence.”

The Independent Review can be found on our website.



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

In 2014, the Telecommunications (Consumer Protection and Service Standards) Act 1999 was amended to include section 133A, which requires an independent review of the Telecommunications Industry Ombudsman Scheme to be conducted every five years, with the first review to take place this year.

The legislation requires the review to:

  • be conducted by a person who is independent of the Telecommunications Industry Ombudsman and the telecommunications industry
  • include public consultation as well as consultation with the ACMA and the Telecommunications Industry Ombudsman
  • be given to the Telecommunications Industry Ombudsman who must give a copy to the Minister for Commucniations and publish the report on the Telecommunications Industry Ombudsman’s website.
  • 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.