ACCAN believes the Telecommunications Industry Ombudsman (TIO) is constrained by its current governance structure and limited resources to truly reach its potential. The TIO needs to modernise and come into line with other industries, most notably to meet the benchmark set by the Financial Ombudsman Service.

ACCAN has consulted widely with the consumer community to produce this submission to the Commonwealth Department of Broadband Communications and the Digital Economy, identifying 41 discrete recommendations to modernise the TIO scheme.
ACCAN is strongly of the view that recommendations 3 – 41 should be adopted. This can only be successful if the TIO governance structure is reformed.
Specifically, ACCAN recommends;
Recommendation 1 - That the governance structure be amended to include equal representation of industry and consumer representatives.
Recommendation 2 - That the governance structure be amended to a unitary structure, with an independent Chair.
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