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Telecommunications industry Ombudsman will continue receiving unresolved phone and internet complaints

Summary
The Telecommunications Industry Ombudsman has activated its business continuity plan in response to the pandemic COVID-19, commonly known as Coronavirus. From today, Thursday 19 March 2020, all employees are transitioning to working from home to minimise the spread of infection, so we can continue to deal with unresolved phone and internet complaints from residential consumers and small businesses.

Statement by Ombudsman Judi Jones:

“The Telecommunications Industry Ombudsman has activated its business continuity plan in response to the pandemic COVID-19, commonly known as Coronavirus. From today, Thursday 19 March 2020, all employees are transitioning to working from home to minimise the spread of infection, so we can continue to deal with unresolved phone and internet complaints from residential consumers and small businesses.

Protecting our staff

“First and foremost, our priority is protecting the health and wellbeing of our people. Ensuring the safety of our people also means we will be able to continue our important dispute resolution work.

Lodge or update your complaint online

“While we are adjusting to our new work environment and ensuring our systems are working, we ask consumers to lodge their complaint, or update an existing complaint, via our online form at https://www.tio.com.au/making-a-complaint If you do not have access to the internet to lodge your complaint online you can call us.

“We anticipate longer than usual wait times for responses to complaints. Please know we are doing our best to get back to consumers and help with unresolved phone and internet complaints.”

We are helping to address telco customer service challenges

“We recognise and acknowledge that remaining connected through phone and internet services at this time is more critical than ever.

“We are in regular contact with our members to understand their pandemic related customer service challenges, and working with them to understand how best to ensure consumers remain connected."

We’re here to help

“Our advice remains the same: Residential consumers and small businesses first need to try to resolve their complaint with their phone or internet provider. If the complaint remains unresolved the residential consumer or small business can make a complaint with the Telecommunications Industry Ombudsman, we’re here to help.”

Ends

 

NOTES TO EDITORS

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About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for consumers and small businesses who have an unresolved complaint about their phone or internet service. Consumers and small businesses should contact www.tio.com.au or 1800 062 058.

The Telecommunications Industry Sector

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) http://www.acma.gov.au Media enquiries to 02 9334 7719, 0434 652 063 or media@acma.gov.au and the Australian Competition and Consumer Commission (ACCC) https://www.accc.gov.au Media enquiries to 1300 138 917, media@accc.gov.au

Government and the regulators set policy and regulations for the telecommunications sector.

Communications Alliance is the peak body for Australian communications industry http://www.commsalliance.com.au Media enquiries to Sefiani Communications, (www.sefiani.com.au) 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. http://accan.org.au/index.php Media enquiries to 0409 966 931 or 02 9288 4000.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.