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Telecommunications Industry Ombudsman

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The Telecommunications Industry Ombudsman is the approved dispute resolution scheme for all internet and telephone service providers in Australia.

Telecommunications Industry Ombudsman is an industry-based ombudsman scheme, which means it is funded by its members. As with other Ombudsmen in Australia and around the world, Telecommunications Industry Ombudsman's service is free for residential consumers, small businesses and Not For Profit organisations.

The Telecommunications Industry Ombudsman deals with complaints about landline, mobile and internet services on topics such as:

  • billing
  • connecting new services
  • transferring a service
  • faults
  • poor customer service
  • contracts
  • internet access difficulties

The Company Constitution establishes Telecommunications Industry Ombudsman Limited as a public company overseen by a Board of Directors and funded by its Members. It also enables the creation and amendment of the Terms of Reference and binds the Telecommunications Industry Ombudsman and its Members to the Terms of Reference.

History[edit]

The Telecommunications Industry Ombudsman Ltd was established under the Telecommunications Act [1991][1] and started operations in 1993, and is independent of industry, the government and consumer organisations.

The Act obliges all providers of internet, phone and mobile services in Australia to join the Telecommunications Industry Ombudsman scheme.

Timeline[2][edit]

1991 The Telecommunications Act [1991] is passed, legislating the creation of an ombudsman for the telecommunications industry.
1993 The Telecommunications Industry Ombudsman begins operation in Melbourne, Victoria. Warrick Smith is the first Ombudsman appointed.
1995 John Pinnock is appointed Ombudsman, an office held for 12 years.
1996 Through their work on systemic issues, Telecommunications Industry Ombudsman contributes to the changes in back-billing legislation, moving from 12 months to 9 months.
1999 Total complaints reach 50,000 for the first time.
2002 Jurisdiction is extended to include consumer codes.
2003 The first Telecommunications Industry Ombudsman position statements are introduced, in order to give consumers and industry greater clarity on the role of the ombudsman and jurisdiction.
2007 Deirdre O’Donnell is appointed as the first female Telecommunications Industry Ombudsman, and third Ombudsman overall.
2008 As complaints top 100,000 for the first time, the Telecommunications Industry Ombudsman reaches a Memorandum of Understanding with Australian Communications and Media Authority (ACMA)
2009 As the National Broadband Network is first announced, the Telecommunications Industry Ombudsman publishes individual provider complaint data for the first time.
2010 Simon Cohen is appointed as the fourth Telecommunications Industry Ombudsman.
2011 Complaints to the Telecommunications Industry Ombudsman are now able to be made online for the first time. During the same year, complaints reach their highest ever mark - over 198,000. Much of this is attributed to the "Vodfail" issues.
2012 The Telecommunications Industry Ombudsman maximum enforceable resolution increases to $50,000.
2016 Judi Jones is appointed as the fifth Telecommunications Industry Ombudsman

See also[edit]

External links[edit]

References[edit]

  1. "Telecommunications Act [1991]".
  2. "TIO 20th Anniversary Timeline" (PDF). tio.com.au. 14 May 2015.


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