Systemic Issues | The Telecommunications Industry Ombudsman
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Systemic Issues

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.

Systemic Reports

Nov 2021 Defending phone and internet accounts from fraudsters
Sep 2021 Responding to consumers in financial hardship
May 2021 Helping telco consumers sign up to the right phone and internet products
Dec 2020 Meeting the needs of consumers impacted by family violence
Jul 2020 Impact of COVID-19 on phone and internet complaints
Jun 2020 Addressing the causes of small business complaints
Aug 2019 Misleading telemarketing of NBN services
Feb 2019 Reducing fraudsters' theft of mobile numbers
Feb 2019 Sales Practices Driving Consumer Debt
Jul 2018 Loss of telephone numbers during migration to the NBN