This December marks 30 years of the Telecommunications Industry Ombudsman. As a sector we have made truly extraordinary leaps and bounds over many years, and this year has been no exception ..read more

Between October 2023 and July 2024, the TIO will be rolling out a suite of technology changes designed to improve complaint handling ..read more

Ombudsman Cynthia Gebert presented to the Telecommunications Society on the state of telco regulation and code development. She also reviewed the current level of complaints and canvassed reasons for the recent significant decline in some areas ..read more

In response to recommendations made by the TIO’s Independent Review last year, the TIO have introduced a new ‘Hardship and Extra Care’ queue to improve the complaint handling process for consumers who need specialised support ..read more

The National Plan to end gender-based violence has a clear call to action for businesses and the corporate sector to play a part in responding to family violence. The plan states providers of financial services, telecommunications, energy and other utilities can play a key role in addressing financial abuse and family violence by designing better products, services, systems, and processes for consumers ..read more

On 1 July 2023, a new referral contact process was launched by the TIO’s Early Resolution Team. The new process sees an automated message sent to consumers via text or email at the end of the referral period, after the telco has had an opportunity to address the consumer's issue. For consumers that do not have SMS or email capability, or may require extra care, the Team will call them directly ..read more

In July 2023, the TIO’s Consumer Panel met virtually to discuss the issues facing phone and internet consumers. The telco sector has seen proposals for large-scale change to consumer protections in recent months, so the Panel had plenty to discuss ..read more

Every year, the TIO celebrates outstanding employee and team contribution through Our People Awards ..read more

On Tuesday 13 June 2023, the TIO made a submission to Communications Alliance’s consultation for its 2024 Review of the Telecommunications Consumer Protections (TCP) Code. The consultation has significant outcomes for consumers, for the TIO, and for the telco industry ..read more

Ombudsman Cynthia Gebert addressed the Communications Day Policy Forum on the considerations for a Digital Platforms Ombudsman Scheme and the lessons learned in the telco industry ..read more