In today's world, technology has become an indispensable part of our lives. It's not just a luxury anymore; it's a necessity. We increasingly depend on our phones and the internet to stay connected, whether it's with our loved ones or the global community.

And in recent times, when staying in touch has taken on a whole new level of importance, having a reliable phone and internet connection has become paramount.

However, not all phone and internet providers are up to the mark when it comes to our basic needs. Do you feel you're being taken advantage of?

The Telecommunications Industry Ombudsman (TIO) certainly thinks so!

The telco ombudsman says some industry practices are causing personal and financial distress for consumers. Credit: Shutterstock.

Marina Divella, from Brisbane, relies on her phone connection as a crucial lifeline for her 97-year-old mother, Dorothea, who lives alone and has early-stage dementia.

Dorothea remembers only her daughter's phone number, so Marina was understandably anxious when she experienced a three-week disconnection from her phone and internet service.

TIO employee Cynthia Gebert has been investigating systemic issues within the telecommunications industry for three years, prompted by customer complaints such as Marina's. In a recent report, Gebert calls for tougher rules and a registration scheme for providers, intending to protect customers and improve the quality of service.

Let's take a closer look at some key recommendations from the report:

Reducing barriers for consumers seeking help: Providers must improve customer service, communication, and identity verification practices. Easier access to support and accurate information will empower users to resolve issues promptly.

Regulations for billing, credit management, and contract information: The proposed regulations include simplifying the process of cancelling accounts and offering multiple payment methods. Currently, many providers only allow payment by direct debit, which can be problematic for customers experiencing financial stress.

Regulations to protect vulnerable consumers: The report highlights the need for tailored solutions that cater to individuals with disabilities, health issues, older adults, and those living remotely. One-size-fits-all processes and poor sales practices are simply not cutting it.

Gebert's report also suggests implementing a registration scheme to regulate providers within the telecommunications market. There are no barriers for providers to enter the market, resulting in some companies having unclear complaints processes, unresponsive support lines, and potentially unreliable services.

'Every day we hear stories of what's gone wrong for consumers,' Ms Gebert said. 'It's not good enough for us to continue in this environment.'

While industry groups such as Communications Alliance argue that the Telecommunications Consumer Protections (TCP) Code is working, it's clear that the current landscape leaves many vulnerable customers with insufficient support.

Several community and consumer groups, including the Council on the Ageing, have voiced their concerns regarding self-regulation in key areas such as domestic and family violence, financial hardship, and mis-selling/poor credit assessment practices.

The Australian Communications Consumer Action Network (ACCAN), which represents telecommunications customers, have called for improvements to be made to the industry's code of conduct.

A step towards achieving this goal is setting up a telco cost-comparison website, similar to the government's Energy Made Easy website for electricity and gas plans.

'We think this could be implemented quite efficiently without any additional impost to the telcos,' ACCAN CEO Andrew Williams said.

Key Takeaways

• The Telecommunications Industry Ombudsman (TIO) has called for new rules and a registration scheme for phone and internet providers to address poor industry practices causing personal and financial distress for consumers.
• The TIO's report highlights problems in the telco industry and recommends reducing barriers for consumers seeking help, implementing regulations for billing, credit management, and contract information, and introducing regulations to protect vulnerable consumers.
• Industry group the Communications Alliance argues the current Telecommunications Consumer Protections (TCP) Code is effective but under review to be strengthened.

It's about time industry providers join forces to guarantee reliable and effective phone and internet connections that cater to every customer's requirements. After all, we should be able to connect with our loved ones effortlessly.

Stay well-informed, members, and don't hesitate to raise your voice if you believe your phone and internet providers are keeping you in the dark. We'd love to hear your thoughts on this news story. Have you ever encountered issues with your carrier or internet provider? Share your experiences with us in the comments section below.

 

[ElCee]

In today's world, technology has become an indispensable part of our lives. It's not just a luxury anymore; it's a necessity. We increasingly depend on our phones and the internet to stay connected, whether it's with our loved ones or the global community.

And in recent times, when staying in touch has taken on a whole new level of importance, having a reliable phone and internet connection has become paramount.

However, not all phone and internet providers are up to the mark when it comes to our basic needs. Do you feel you're being taken advantage of?

The Telecommunications Industry Ombudsman (TIO) certainly thinks so!

View attachment 23108

The telco ombudsman says some industry practices are causing personal and financial distress for consumers. Credit: Shutterstock.

Marina Divella, from Brisbane, relies on her phone connection as a crucial lifeline for her 97-year-old mother, Dorothea, who lives alone and has early-stage dementia.

Dorothea remembers only her daughter's phone number, so Marina was understandably anxious when she experienced a three-week disconnection from her phone and internet service.

TIO employee Cynthia Gebert has been investigating systemic issues within the telecommunications industry for three years, prompted by customer complaints such as Marina's. In a recent report, Gebert calls for tougher rules and a registration scheme for providers, intending to protect customers and improve the quality of service.

Let's take a closer look at some key recommendations from the report:

Reducing barriers for consumers seeking help: Providers must improve customer service, communication, and identity verification practices. Easier access to support and accurate information will empower users to resolve issues promptly.

Regulations for billing, credit management, and contract information: The proposed regulations include simplifying the process of cancelling accounts and offering multiple payment methods. Currently, many providers only allow payment by direct debit, which can be problematic for customers experiencing financial stress.

Regulations to protect vulnerable consumers: The report highlights the need for tailored solutions that cater to individuals with disabilities, health issues, older adults, and those living remotely. One-size-fits-all processes and poor sales practices are simply not cutting it.

Gebert's report also suggests implementing a registration scheme to regulate providers within the telecommunications market. There are no barriers for providers to enter the market, resulting in some companies having unclear complaints processes, unresponsive support lines, and potentially unreliable services.

'Every day we hear stories of what's gone wrong for consumers,' Ms Gebert said. 'It's not good enough for us to continue in this environment.'

While industry groups such as Communications Alliance argue that the Telecommunications Consumer Protections (TCP) Code is working, it's clear that the current landscape leaves many vulnerable customers with insufficient support.

Several community and consumer groups, including the Council on the Ageing, have voiced their concerns regarding self-regulation in key areas such as domestic and family violence, financial hardship, and mis-selling/poor credit assessment practices.

The Australian Communications Consumer Action Network (ACCAN), which represents telecommunications customers, have called for improvements to be made to the industry's code of conduct.

A step towards achieving this goal is setting up a telco cost-comparison website, similar to the government's Energy Made Easy website for electricity and gas plans.

'We think this could be implemented quite efficiently without any additional impost to the telcos,' ACCAN CEO Andrew Williams said.

Key Takeaways

• The Telecommunications Industry Ombudsman (TIO) has called for new rules and a registration scheme for phone and internet providers to address poor industry practices causing personal and financial distress for consumers.
• The TIO's report highlights problems in the telco industry and recommends reducing barriers for consumers seeking help, implementing regulations for billing, credit management, and contract information, and introducing regulations to protect vulnerable consumers.
• Industry group the Communications Alliance argues the current Telecommunications Consumer Protections (TCP) Code is effective but under review to be strengthened.

It's about time industry providers join forces to guarantee reliable and effective phone and internet connections that cater to every customer's requirements. After all, we should be able to connect with our loved ones effortlessly.

Stay well-informed, members, and don't hesitate to raise your voice if you believe your phone and internet providers are keeping you in the dark. We'd love to hear your thoughts on this news story. Have you ever encountered issues with your carrier or internet provider? Share your experiences with us in the comments section below.

 

[ElCee]

I spent 2 weeks ringing telstra about our internet connection. After doing the she thing day after day, I finally berried down into a sobbing mess. This got action. Telstra moved the problem to the NBN. Another 3 days nothing improved. I rang back and was told the NBN decided their was no fault. In the phone again, I was still so upset, finally a repairperson finally came out. Ĝuess what? A loose connection. Finally fixed almost 3 weeks. Yes something needs to be done.

 

[Pat T]

In today's world, technology has become an indispensable part of our lives. It's not just a luxury anymore; it's a necessity. We increasingly depend on our phones and the internet to stay connected, whether it's with our loved ones or the global community.

And in recent times, when staying in touch has taken on a whole new level of importance, having a reliable phone and internet connection has become paramount.

However, not all phone and internet providers are up to the mark when it comes to our basic needs. Do you feel you're being taken advantage of?

The Telecommunications Industry Ombudsman (TIO) certainly thinks so!

View attachment 23108

The telco ombudsman says some industry practices are causing personal and financial distress for consumers. Credit: Shutterstock.

Marina Divella, from Brisbane, relies on her phone connection as a crucial lifeline for her 97-year-old mother, Dorothea, who lives alone and has early-stage dementia.

Dorothea remembers only her daughter's phone number, so Marina was understandably anxious when she experienced a three-week disconnection from her phone and internet service.

TIO employee Cynthia Gebert has been investigating systemic issues within the telecommunications industry for three years, prompted by customer complaints such as Marina's. In a recent report, Gebert calls for tougher rules and a registration scheme for providers, intending to protect customers and improve the quality of service.

Let's take a closer look at some key recommendations from the report:

Reducing barriers for consumers seeking help: Providers must improve customer service, communication, and identity verification practices. Easier access to support and accurate information will empower users to resolve issues promptly.

Regulations for billing, credit management, and contract information: The proposed regulations include simplifying the process of cancelling accounts and offering multiple payment methods. Currently, many providers only allow payment by direct debit, which can be problematic for customers experiencing financial stress.

Regulations to protect vulnerable consumers: The report highlights the need for tailored solutions that cater to individuals with disabilities, health issues, older adults, and those living remotely. One-size-fits-all processes and poor sales practices are simply not cutting it.

Gebert's report also suggests implementing a registration scheme to regulate providers within the telecommunications market. There are no barriers for providers to enter the market, resulting in some companies having unclear complaints processes, unresponsive support lines, and potentially unreliable services.

'Every day we hear stories of what's gone wrong for consumers,' Ms Gebert said. 'It's not good enough for us to continue in this environment.'

While industry groups such as Communications Alliance argue that the Telecommunications Consumer Protections (TCP) Code is working, it's clear that the current landscape leaves many vulnerable customers with insufficient support.

Several community and consumer groups, including the Council on the Ageing, have voiced their concerns regarding self-regulation in key areas such as domestic and family violence, financial hardship, and mis-selling/poor credit assessment practices.

The Australian Communications Consumer Action Network (ACCAN), which represents telecommunications customers, have called for improvements to be made to the industry's code of conduct.

A step towards achieving this goal is setting up a telco cost-comparison website, similar to the government's Energy Made Easy website for electricity and gas plans.

'We think this could be implemented quite efficiently without any additional impost to the telcos,' ACCAN CEO Andrew Williams said.

Key Takeaways

• The Telecommunications Industry Ombudsman (TIO) has called for new rules and a registration scheme for phone and internet providers to address poor industry practices causing personal and financial distress for consumers.
• The TIO's report highlights problems in the telco industry and recommends reducing barriers for consumers seeking help, implementing regulations for billing, credit management, and contract information, and introducing regulations to protect vulnerable consumers.
• Industry group the Communications Alliance argues the current Telecommunications Consumer Protections (TCP) Code is effective but under review to be strengthened.

It's about time industry providers join forces to guarantee reliable and effective phone and internet connections that cater to every customer's requirements. After all, we should be able to connect with our loved ones effortlessly.

Stay well-informed, members, and don't hesitate to raise your voice if you believe your phone and internet providers are keeping you in the dark. We'd love to hear your thoughts on this news story. Have you ever encountered issues with your carrier or internet provider? Share your experiences with us in the comments section below.

My sister-in-law opened an account with Telstra. A couple of years ago she died. My brother tried to close her account. He rang, wrote a letter, went into the store, and all ways was told that only the person who opened it could close it. He “ But she died”. They” Sorry Sir, but only she can do it “. He” Then send her next account to Heaven “. After 3 months he went to his local member who quickly sorted it.

 

[Gezzabel]

Absolutely! Telecommunications ombudsman is first, then A Current Affair. When A current Affair gets involved, watch the action then! Same issue with my mother. Problem magically disappeared! Gezabel.

 

[Penny4]

My elderly mother has Telstra and internet. She uses a Voip phone instead of using her mobile phone, due to the same, same thing she's used to. Years ago, my husband and I requested to be the spoke person on her behalf/account when speaking to Telstra. Telstra approved it. There are ways around it for elderly people.

 

[Rob44]

Nationalise telecommunications and incorporate the service back into the Australian Post Office.

What we have in Australia sounds worse than the present privatised British railway system.

 

[MaggieMay1948]

In today's world, technology has become an indispensable part of our lives. It's not just a luxury anymore; it's a necessity. We increasingly depend on our phones and the internet to stay connected, whether it's with our loved ones or the global community.

And in recent times, when staying in touch has taken on a whole new level of importance, having a reliable phone and internet connection has become paramount.

However, not all phone and internet providers are up to the mark when it comes to our basic needs. Do you feel you're being taken advantage of?

The Telecommunications Industry Ombudsman (TIO) certainly thinks so!

View attachment 23108

The telco ombudsman says some industry practices are causing personal and financial distress for consumers. Credit: Shutterstock.

Marina Divella, from Brisbane, relies on her phone connection as a crucial lifeline for her 97-year-old mother, Dorothea, who lives alone and has early-stage dementia.

Dorothea remembers only her daughter's phone number, so Marina was understandably anxious when she experienced a three-week disconnection from her phone and internet service.

TIO employee Cynthia Gebert has been investigating systemic issues within the telecommunications industry for three years, prompted by customer complaints such as Marina's. In a recent report, Gebert calls for tougher rules and a registration scheme for providers, intending to protect customers and improve the quality of service.

Let's take a closer look at some key recommendations from the report:

Reducing barriers for consumers seeking help: Providers must improve customer service, communication, and identity verification practices. Easier access to support and accurate information will empower users to resolve issues promptly.

Regulations for billing, credit management, and contract information: The proposed regulations include simplifying the process of cancelling accounts and offering multiple payment methods. Currently, many providers only allow payment by direct debit, which can be problematic for customers experiencing financial stress.

Regulations to protect vulnerable consumers: The report highlights the need for tailored solutions that cater to individuals with disabilities, health issues, older adults, and those living remotely. One-size-fits-all processes and poor sales practices are simply not cutting it.

Gebert's report also suggests implementing a registration scheme to regulate providers within the telecommunications market. There are no barriers for providers to enter the market, resulting in some companies having unclear complaints processes, unresponsive support lines, and potentially unreliable services.

'Every day we hear stories of what's gone wrong for consumers,' Ms Gebert said. 'It's not good enough for us to continue in this environment.'

While industry groups such as Communications Alliance argue that the Telecommunications Consumer Protections (TCP) Code is working, it's clear that the current landscape leaves many vulnerable customers with insufficient support.

Several community and consumer groups, including the Council on the Ageing, have voiced their concerns regarding self-regulation in key areas such as domestic and family violence, financial hardship, and mis-selling/poor credit assessment practices.

The Australian Communications Consumer Action Network (ACCAN), which represents telecommunications customers, have called for improvements to be made to the industry's code of conduct.

A step towards achieving this goal is setting up a telco cost-comparison website, similar to the government's Energy Made Easy website for electricity and gas plans.

'We think this could be implemented quite efficiently without any additional impost to the telcos,' ACCAN CEO Andrew Williams said.

Key Takeaways

• The Telecommunications Industry Ombudsman (TIO) has called for new rules and a registration scheme for phone and internet providers to address poor industry practices causing personal and financial distress for consumers.
• The TIO's report highlights problems in the telco industry and recommends reducing barriers for consumers seeking help, implementing regulations for billing, credit management, and contract information, and introducing regulations to protect vulnerable consumers.
• Industry group the Communications Alliance argues the current Telecommunications Consumer Protections (TCP) Code is effective but under review to be strengthened.

It's about time industry providers join forces to guarantee reliable and effective phone and internet connections that cater to every customer's requirements. After all, we should be able to connect with our loved ones effortlessly.

Stay well-informed, members, and don't hesitate to raise your voice if you believe your phone and internet providers are keeping you in the dark. We'd love to hear your thoughts on this news story. Have you ever encountered issues with your carrier or internet provider? Share your experiences with us in the comments section below.

Oh. That's not unusual. You can spend days, weeks and months on the phone tith the telcos trying to get things fixed, amended, or whatever. They are the most inept pathetic businesses out there a dreadful experience if you have to deal with them.

 

[IAN3005]

In today's world, technology has become an indispensable part of our lives. It's not just a luxury anymore; it's a necessity. We increasingly depend on our phones and the internet to stay connected, whether it's with our loved ones or the global community.

And in recent times, when staying in touch has taken on a whole new level of importance, having a reliable phone and internet connection has become paramount.

However, not all phone and internet providers are up to the mark when it comes to our basic needs. Do you feel you're being taken advantage of?

The Telecommunications Industry Ombudsman (TIO) certainly thinks so!

View attachment 23108

The telco ombudsman says some industry practices are causing personal and financial distress for consumers. Credit: Shutterstock.

Marina Divella, from Brisbane, relies on her phone connection as a crucial lifeline for her 97-year-old mother, Dorothea, who lives alone and has early-stage dementia.

Dorothea remembers only her daughter's phone number, so Marina was understandably anxious when she experienced a three-week disconnection from her phone and internet service.

TIO employee Cynthia Gebert has been investigating systemic issues within the telecommunications industry for three years, prompted by customer complaints such as Marina's. In a recent report, Gebert calls for tougher rules and a registration scheme for providers, intending to protect customers and improve the quality of service.

Let's take a closer look at some key recommendations from the report:

Reducing barriers for consumers seeking help: Providers must improve customer service, communication, and identity verification practices. Easier access to support and accurate information will empower users to resolve issues promptly.

Regulations for billing, credit management, and contract information: The proposed regulations include simplifying the process of cancelling accounts and offering multiple payment methods. Currently, many providers only allow payment by direct debit, which can be problematic for customers experiencing financial stress.

Regulations to protect vulnerable consumers: The report highlights the need for tailored solutions that cater to individuals with disabilities, health issues, older adults, and those living remotely. One-size-fits-all processes and poor sales practices are simply not cutting it.

Gebert's report also suggests implementing a registration scheme to regulate providers within the telecommunications market. There are no barriers for providers to enter the market, resulting in some companies having unclear complaints processes, unresponsive support lines, and potentially unreliable services.

'Every day we hear stories of what's gone wrong for consumers,' Ms Gebert said. 'It's not good enough for us to continue in this environment.'

While industry groups such as Communications Alliance argue that the Telecommunications Consumer Protections (TCP) Code is working, it's clear that the current landscape leaves many vulnerable customers with insufficient support.

Several community and consumer groups, including the Council on the Ageing, have voiced their concerns regarding self-regulation in key areas such as domestic and family violence, financial hardship, and mis-selling/poor credit assessment practices.

The Australian Communications Consumer Action Network (ACCAN), which represents telecommunications customers, have called for improvements to be made to the industry's code of conduct.

A step towards achieving this goal is setting up a telco cost-comparison website, similar to the government's Energy Made Easy website for electricity and gas plans.

'We think this could be implemented quite efficiently without any additional impost to the telcos,' ACCAN CEO Andrew Williams said.

Key Takeaways

• The Telecommunications Industry Ombudsman (TIO) has called for new rules and a registration scheme for phone and internet providers to address poor industry practices causing personal and financial distress for consumers.
• The TIO's report highlights problems in the telco industry and recommends reducing barriers for consumers seeking help, implementing regulations for billing, credit management, and contract information, and introducing regulations to protect vulnerable consumers.
• Industry group the Communications Alliance argues the current Telecommunications Consumer Protections (TCP) Code is effective but under review to be strengthened.

It's about time industry providers join forces to guarantee reliable and effective phone and internet connections that cater to every customer's requirements. After all, we should be able to connect with our loved ones effortlessly.

Stay well-informed, members, and don't hesitate to raise your voice if you believe your phone and internet providers are keeping you in the dark. We'd love to hear your thoughts on this news story. Have you ever encountered issues with your carrier or internet provider? Share your experiences with us in the comments section below.

One way to stop it...... don't deal with them. If they were the last provider on earth I would not deal with them.

 

[Mistydolphin1]

I have been years trying to get decent internet connection. Nearly every time l ring it boils down to - we are aware of the problem at it is in the process of being fixed or it must be your modem we will send a replacement, l think l had 4 modems in 3 years. I changed to using my phone as a modem which was one suggestion but that has made no difference. I am still trying to get a reasonable service where l can finish an email or phone call and not drop out.

 

[IAN3005]

I have been years trying to get decent internet connection. Nearly every time l ring it boils down to - we are aware of the problem at it is in the process of being fixed or it must be your modem we will send a replacement, l think l had 4 modems in 3 years. I changed to using my phone as a modem which was one suggestion but that has made no difference. I am still trying to get a reasonable service where l can finish an email or phone call and not drop out.

I would have got rid of them the first time. I'm with MATE and I have to call them once or twice a year.

 

[Bellclare]

Coastal living Australians - PLEASE REMEMBER in INLAND Australia, your only option is Telstra - you get what you're given & be glad for it.

 

[Rob44]

Southern Phone. How long does one have to wait just to have an operator answer the telephone because Southern Phone is always so busy? 20 minutes is common these days; before it was even longer. Service with a loooooooooooooooong wait.

Secondly, Southern phone refuses, as policy, to answer a written letter sent by Australia Post, which is a perfectly legitimate form of communication. They certainly refused to write back to me explaining why I was constantly being told that my account was overdue and fined when I had paid the bill by personal cheque posted via Australia Post, again a legitimate payment and and legitimate way of paying any bills . I don't pay by direct debit. One may assume that Southern phone simply lost the cheque.

I don't pay bills via the internet as the internet is wide open to scammers; and Southern Phone charges $1.50 for paying by cheque at Australia Post's post offices whereas a stamp cost $1.10 cents. Yeah, yeah, what's 40 cents. It's the frigging principle of the thing. Why should I be charged a fee for paying a bill?

 

[Penny4]

Southern Phone. How long does one have to wait just to have an operator answer the telephone because Southern Phone is always so busy? 20 minutes is common these days; before it was even longer. Service with a loooooooooooooooong wait.

Secondly, Southern phone refuses, as policy, to answer a written letter sent by Australia Post, which is a perfectly legitimate form of communication. They certainly refused to write back to me explaining why I was constantly being told that my account was overdue and fined when I had paid the bill by personal cheque posted via Australia Post, again a legitimate payment and and legitimate way of paying any bills . I don't pay by direct debit. One may assume that Southern phone simply lost the cheque.

I don't pay bills via the internet as the internet is wide open to scammers; and Southern Phone charges $1.50 for paying by cheque at Australia Post's post offices whereas a stamp cost $1.10 cents. Yeah, yeah, what's 40 cents. It's the frigging principle of the thing. Why should I be charged a fee for paying a bill?

That's terrible for you. Do you realise you can pay bills by phone banking? The info is on the bill.

 

[Rob44]

I don't do phone banking. Why should I? I have no need for a mobile phone.

 

[Penny4]

I don't do phone banking. Why should I? I have need for a mobile phone.

Oh okay. I thought you might have a digital/cordless phone with your nbn.