ITWire

The report's core recommendation is that the Telecommunications (Consumer Protections and Services Standards) Act 1999 be amended to require the TIO to comply with established benchmarks for dispute resolution services and to require an independent, public review of the TIO every five years.

However the first review should occur after three years "to ensure that the changes recommended in this report are implemented and are operating as envisaged (and if not, to determine whether further changes are necessary)."

The benchmarks, known as the DIST benchmarks - their full title is 'Benchmarks For Industry-Based Customer Dispute Resolution Schemes' - were issued in 1997 by the then Department of Industry, Science and Tourism. They were adopted in 2003 by the peak body for ombudsman services in Australia and New Zealand, the Australian and New Zealand Ombudsman Association (ANZOA), which has acknowledged that they remain as relevant today as they were in 1997, according to the TIO review's report.

The report notes: "There are currently no framework principles set out in legislation or regulation by which the TIO must abide. This gives rise to a perception that the TIO is not bound by any particular regulatory standards, and there is some uncertainty as to the status and binding nature of the DIST benchmarks in respect to telecommunications services."

This report also recommends enhanced reporting by the TIO to the ACMA, in line with the DIST benchmarks, which would allow the ACMA to monitor the TIO's compliance with the benchmarks.

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