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 telecommunications providers, this means the Ombudsman focuses on providing an efficient and effective service, whilst remaining independent, accessible, fair and accountable.
The past year has seen a significant increase in the number of complaints, after five years of decline. The Ombudsman has responded to this with an increase in staff numbers and changes to the structure of the organisation.