Telco Ombudsman Proposes Change to Terms of Reference

The following is reposted from the Telecommunications Industry Ombudsman website:

The TIO is proposing to amend its Terms of Reference to address the increasing complexity of the telecommunications supply chain arising from the rollout of the national broadband network. This complexity has given rise to a number of unique challenges in resolving complaints between consumers and telecommunications retail service providers (RSPs).

The TIO is proposing to amend the Terms of Reference to:

  • reflect the legislative requirement for carriers and intermediaries in the supply of telecommunications services (such as aggregators) to belong to the TIO
  • strengthen the obligation on members to provide information requested by the TIO in order to resolve a complaint
  • strengthen the obligation on members to cooperate with TIO decisions.

More detail can be found in the Consultation Paper and the marked up TIO Terms of Reference – Aug 2017 . The Consultation Paper explains the proposed changes to the TIO’s Terms of Reference and the reasons for the changes.

The TIO is inviting comment on these changes. Submissions can be made until Monday 11 September 2017 by emailing

Click here to access the consultation paper and other documents.