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Telecommunications Industry Ombudsman

Acronym: 
TIO

Creator/Contributor
8
Pageview Total: 15

Annual Report

18 Oct 2017

In 2016-17, the Telecommunications Industry Ombudsman developed a new strategy. This clear plan with four focused goals reaffirms the Board’s commitment to the Benchmarks for Industry-based Customer Dispute Resolution. For residential consumers, small businesses and...

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Annual Report

17 Nov 2016

The Telecommunications Industry Ombudsman (TIO) finds itself in a telecommunications landscape that is going through significant change, with new converging technologies and the roll out of major infrastructure. Investments in mobile infrastructure have greatly reduced the number of complaints...

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Annual Report

14 Oct 2015

This year, the TIO handled 124,417new complaints and 44,365 enquiries from Australian telco consumers, positioning our service once again as the busiest Ombudsman in the country.

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Annual Report

23 Oct 2014

Complaints about mobile faults including coverage, slow data speeds and call dropouts almost halved. Customer service and complaint handling concerns also reduced significantly.

These results suggest that an industry focus on infrastructure investment and customer experience, and recent...

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Geographic Coverage: 
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Annual Report

31 Oct 2013

This year, 35,000 fewer consumers made new complaints to the TIO. This is a reduction of 18 per cent from the previous year, and you need to go back five years to find a period when fewer new complaints were made to the TIO. In a telecommunications market where mobile services grew more than 30...

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APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

29 Oct 2012

Consumers made 193,702 new telco complaints in 2011-12, a decrease of two per cent on the previous year. Complaints about mobile phones increased by nine per cent to 122,834 from 112,376 in 2010-11. Two out of three complaints made to the TIO were about mobile phones, reflecting the rising use...

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APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

10 Nov 2011

This year was the busiest on record for the Telecommunications Industry Ombudsman, which received 197,682 new complaints, an increase of 17.8 per cent. 

More than half of these complaints – 112,376 – were about mobile phone services.

This report presents the activities of the...

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APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Research report

12 Aug 2011

A high proportion of complaints to the Telecommunications Industry Ombudsman feature simple issues related to customer service and complaint handling. New consumer survey results show the 60% of respondents indicated that they had spent more than 3 hours engaging with their provider to have a...

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APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Publisher
8

Pageview Total: 15

Annual Report

18 Oct 2017

In 2016-17, the Telecommunications Industry Ombudsman developed a new strategy. This clear plan with four focused goals reaffirms the Board’s commitment to the Benchmarks for Industry-based Customer Dispute Resolution. For residential consumers, small businesses and...

Share
APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

17 Nov 2016

The Telecommunications Industry Ombudsman (TIO) finds itself in a telecommunications landscape that is going through significant change, with new converging technologies and the roll out of major infrastructure. Investments in mobile infrastructure have greatly reduced the number of complaints...

Share
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

14 Oct 2015

This year, the TIO handled 124,417new complaints and 44,365 enquiries from Australian telco consumers, positioning our service once again as the busiest Ombudsman in the country.

Share
APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

23 Oct 2014

Complaints about mobile faults including coverage, slow data speeds and call dropouts almost halved. Customer service and complaint handling concerns also reduced significantly.

These results suggest that an industry focus on infrastructure investment and customer experience, and recent...

Share
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

31 Oct 2013

This year, 35,000 fewer consumers made new complaints to the TIO. This is a reduction of 18 per cent from the previous year, and you need to go back five years to find a period when fewer new complaints were made to the TIO. In a telecommunications market where mobile services grew more than 30...

Share
APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

29 Oct 2012

Consumers made 193,702 new telco complaints in 2011-12, a decrease of two per cent on the previous year. Complaints about mobile phones increased by nine per cent to 122,834 from 112,376 in 2010-11. Two out of three complaints made to the TIO were about mobile phones, reflecting the rising use...

Share
APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Annual Report

10 Nov 2011

This year was the busiest on record for the Telecommunications Industry Ombudsman, which received 197,682 new complaints, an increase of 17.8 per cent. 

More than half of these complaints – 112,376 – were about mobile phone services.

This report presents the activities of the...

Share
APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s): 

Research report

12 Aug 2011

A high proportion of complaints to the Telecommunications Industry Ombudsman feature simple issues related to customer service and complaint handling. New consumer survey results show the 60% of respondents indicated that they had spent more than 3 hours engaging with their provider to have a...

Share
APO Collection(s): 
Geographic Coverage: 
Broad Subject Area(s):