Many Australians have lost trust in the telecommunications industry’s ability to resolve issues. Too few raise complaints and even fewer use free, independent dispute resolution services. This paper investigates who experiences challenges with telco services in Australia and what the complaint experience is like for them.

This report is a review of the Telecommunications Industry Ombudsman's systemic issues work for the period 1 July 2020 to 30 April 2023, and serves two purposes. It sheds light on the prevalent issues seen when considering each systemic investigation as part of a greater whole, and makes recommendations where these themes show that the...

In this submission to Treasury, the Telecommunications Industry Ombudsman makes the case to lead world-first Ombudsman service for digital platform complaints.