ACCAN believes the Telecommunications Industry Ombudsman (TIO) is constrained by its current governance structure and limited resources to truly reach its potential. The TIO needs to modernise and come into line with other industries, most notably to meet the benchmark set by the Financial Ombudsman Service.

Submission to: Department of Broadband, Communications and the Digital Economy

Status: Submitted, awaiting response.

Summary: ACCAN has consulted widely with the consumer community to produce this submission, which identifies 41 discrete recommendations to modernise the TIO scheme.

While we are strongly of the view that our recommendations 3 – 41 should be adopted, this can only be successful if the TIO governance structure is reformed. Specifically, we recommend;

  • Recommendation 1 - That the governance structure be amended to include equal representation of industry and consumer representatives.
  • Recommendation 2 - That the governance structure be amended to a unitary structure, with an independent Chair.

Download: Modernising the TIO.pdf [Adobe Acrobat PDF - 277.57 KB]

Download: Modernising the TIO.doc [Word Document - 1.09 MB]