Wednesday, 13 May 2020 11:33

ACCC, TIO co-operation on telecoms industry compliance, issues Featured


The Australian Competition and Consumer Commission (ACCC) and the Telecommunications Industry Ombudsman (TIO) have inked a new agreement setting out how they will work together on ensuring compliance with consumer law and their approach to the resolution of systemic issues in the telecommunications industry.

A Memorandum of Understanding (MOU) has just been signed by the ACCC and the TIO, providing agreement on how the two parties will share information on the issues.

In publishing the MoU, Ombudsman Judi Jones said, “Consumer confidence in phone and internet products and services is critical to maintaining a thriving telecommunications industry”.

“This MoU sets out very clear guidelines and timelines for cooperation between our organisations.

“It also provided the opportunity for the ACCC and the TIO to consider the current telecommunications environment and realign our priorities.”

As also reported by iTWire last week, a new approach to collaboration and information sharing on compliance, enforcement and systemic issues in the telecoms sector was announced by the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO), aimed at delivering “better outcomes for phone and Internet consumers and providers”.

The two industry bodies said that a new Memorandum of Understanding (MOU), provided a “clear framework for the referral of compliance and systemic issues in complaints”, with the ACMA noting that “it will support both organisations to address persistent and systemic phone and internet issues”.

“The agreement will see a more proactive process in ensuring telcos join and comply with the TIO dispute resolution scheme. The scheme is Australia’s busiest ombudsman service and deals with complaints about landline phones, mobiles and internet services, most typically around billing and coverage issues,” the ACMA said.

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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