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.

In late 2021, Fiona Arney was appointed to lead the Independent Inquiry into Foster and Kinship Care (SA). This report outlines the findings from the inquiry.

Dispute and complaint resolution bodies are a vital part of the Victorian justice system, providing access to civil justice for thousands of Victorians. While they have a vibrant political and policy history, their establishment and functions have been organic and piecemeal. This report is an important first step in exploring how existing administrative data might...

This article discusses the increasingly important role of complaints professionals who play an important role for consumers as an essential connection point between consumer, organisation, industry and community.