Release of telecommunications industry ombudsman scheme discussion paper- Australia

Minister for Broadband, Communications and the Digital Economy | March 4, 2011 | Press Release
Senator the Hon Stephen Conroy
Minister for Broadband, Communications and the Digital Economy
Deputy Leader of the Government in the Senate
The Minister for Broadband, Communications and the Digital Economy, Senator Stephen Conroy today released a discussion paper examining opportunities to reform the Telecommunications Industry Ombudsman (TIO) Scheme.
The discussion paper forms part of the continuing reforms to telecommunications consumer safeguards.
“The recently released TIO statistics show that complaints to the Ombudsman remain at very high levels and this is not acceptable,” Senator Conroy said.
“While I acknowledge the hard work the TIO does to deliver consumers with quick and effective solutions, I want to ensure it has the appropriate tools to deal with complaints.”
To compliment the Australian Communications and Media Authority’s Reconnecting the Customerinquiry and the Communications Alliance’s review of the Telecommunications Consumer Protection Code, the Minister has asked the Department to examine options for reforming the TIO scheme.
“I strongly encourage both industry and consumer advocacy groups, along with members of the public who have had dealings with the TIO, to respond to the discussion paper,” Senator Conroy said.
“This will help provide valuable insights into the way the telecommunications industry is dealing with its customers.
“Following consultation on the issues raised in the discussion paper I anticipate that options for reform will be put forward in the first half of 2011,” Senator Conroy said.
A copy of the discussion paper and details about how submissions can be made to the Department can be found at http://www.dbcde.gov.au/consultation_and_submissions/TIO_reforms