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  • TIO’s Member Communications team to be known as Industry Engagement team from 1 July 2012 - Mobile site
    known as Industry Engagement team from 1 July 2012 Member Communications will be known as the Industry Engagement team from 1 July 2012 This reflects the ongoing implementation of the TIO s Strategic Plan including the Ombudsman s commitment to increasing our engagement with industry members and providing assistance Our Member Communications Advisers will now be known as Industry Engagement Advisers We can still be contacted at members tio com

    Original URL path: http://m.tio.com.au/members/member-news/tios-member-communications-team-to-be-known-as-industry-engagement-team-from-1-july-2012 (2013-02-03)
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  • TIO News - Mobile site
    calls for an increase of minimum default amounts 12 Dec 2012 If a consumer does not pay a phone or internet bill within 60 days of the due date their provider can report their name and the details of their debt to a credit reporting agency Working towards a hardship framework in the telecommunications industry 12 Dec 2012 Over the last year the TIO has looked to increase our impact in achieving better outcomes when consumers find themselves unable to afford a telephone or internet bill Our decision to do something more in financial hardship followed what we were seeing in our complaints Reaching out to Indigenous consumers in NT 12 Dec 2012 Indigenous consumers were the focus the TIO s recent awareness raising efforts which included a trip to Darwin in late October Fire in Warrnambool exchange 23 Nov 2012 A fire that broke out in the Warrnambool exchange on Thursday 22 November has shut down landline mobile and internet connections for around 60 000 customers in South West Victoria Previous 1 2 3 4 5 6 Next Information for consumers affected by bushfires Consumer tips for avoiding high global roaming charges Roaming complaints down but disputed charges increase

    Original URL path: http://m.tio.com.au/publications/blog?result_986_result_page=2 (2013-02-03)
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  • TIO News - Mobile site
    using a Credit Repair Agency Resolving disputes and something more the TIO beyond 2012 21 Jun 2012 Since my appointment as Ombudsman the TIO has focussed on making our services more effective for consumers and service providers Complaint statistics January March 2012 21 Jun 2012 The TIO recorded a total of 52 231 new complaints between 1 January and 31 March 2012 an 8 6 per cent rise from the

    Original URL path: http://m.tio.com.au/publications/blog?result_986_result_page=3 (2013-02-03)
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  • TIO News - Mobile site
    large telephone bills as a result having their telephone system known as PABX hacked Small businesses increase use of TIO 29 Feb 2012 Businesses like residential consumers have a need for a free and independent dispute resolution service and are turning to the TIO in substantial numbers to seek assistance in resolving complaints Complaints continue to reduce from record levels 29 Feb 2012 The last quarter of 2011 recorded the lowest level of new TIO complaints for the year During October December we recorded 48 100 new complaints This was a six per cent decrease compared to the previous three months and 19 per cent lower than the first quarter of 2011 However complaint levels are still higher than the same period in 2010 when we reported 45 263 new complaints Telecommunications in regional and remote Australia 29 Feb 2012 Distance a lack of awareness of rights and limited information on new technologies are among the challenges that regional and remote residents face as telecommunications consumers TIO research shows Previous 1 2 3 4 5 6 Next Information for consumers affected by bushfires Consumer tips for avoiding high global roaming charges Roaming complaints down but disputed charges increase Complaint statistics

    Original URL path: http://m.tio.com.au/publications/blog?result_986_result_page=4 (2013-02-03)
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  • TIO News - Mobile site
    consumers into transferring their service under the guise of representing another telco Complaint statistics July September 2011 15 Dec 2011 Complaint numbers stabilised in July September 2011 due to continuing decreases in complaints about landline and internet services Finding solutions for consumers in financial hardship 15 Dec 2011 A smart phone can be a significant credit risk Since the introduction of smart phones it is not uncommon for consumers to complain to the TIO about incurring bills amounting to thousands of dollars in very short times a phenomenon labeled bill shock Seasonal tips 15 Dec 2011 The end of year holidays are a time of giving rest and enjoyment which can have a significant impact on family expenses While you plan that well deserved break overseas or stuff the kids Christmas stockings with gadgets take a moment to consider the following tips from us to help you start 2012 on the right foot Previous 1 2 3 4 5 6 Next Information for consumers affected by bushfires Consumer tips for avoiding high global roaming charges Roaming complaints down but disputed charges increase Complaint statistics July September 2012 The TCP Code 2012 minding and bridging the gaps Ombudsman calls for an

    Original URL path: http://m.tio.com.au/publications/blog?result_986_result_page=5 (2013-02-03)
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  • TIO News - Mobile site
    but are unsure whether their mobile will work and if it does if they will receive extra charges for using it What affects the speed of an internet connection 13 Sep 2011 As more people are becoming connected to the internet and the types of internet services continue to increase the TIO has received numerous complaints about the speed at which people can connect to the internet Previous 1 2

    Original URL path: http://m.tio.com.au/publications/blog?result_986_result_page=6 (2013-02-03)
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  • The TCP Code 2012 - minding and bridging the gaps - Mobile site
    to many of their consumers when they reach 50 85 and 100 per cent of their included expenditure or data allowance However these new rules don t come into force until September 2013 or in some cases 2014 they don t acknowledge providers existing responsibilities and they don t apply to small business consumers or for international roaming and as a result may not entirely end bill shock Another area where there are both substantial gains in the Code and yet some way to go is financial hardship While a number of clauses in the Code deal with financial hardship policies there is very little detail about what best practice financial hardship policies should contain The Code s definition of financial hardship is quite narrow and focuses on the causes as to why a consumer may not be able to pay charges rather than the simple fact that due to circumstances of disadvantage some consumers cannot meet a telephone or internet bill The complaints handling chapter of the Code has also been substantially improved However its provisions apply inconsistently to common consumer concerns For example an initial call to report a fault or service difficulty is not considered to be a complaint unless the consumer specifically advises that they want the call treated as a complaint It is very positive to see a compliance chapter in the Code and concrete steps from industry to develop a proper compliance framework However many aspects of the framework including funding enforcement and independence are not clear at this time These will be critical to the effectiveness and reputation of compliance mechanisms and to the effectiveness of the Code To the credit of the telecommunications industry we have seen some providers move much quicker than required in implementing the new spend management rules and

    Original URL path: http://m.tio.com.au/publications/blog/the-tcp-code-2012-minding-and-bridging-the-gaps (2013-02-03)
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  • Working towards a hardship framework in the telecommunications industry - Mobile site
    amounts that could be charged to the cards and provide alerts for irregular or large amounts Fast forward 18 years and our February 2012 TIO Talks included a report of a small business owner who received an 8 000 global roaming bill His complaint included that he had not been notified about the high charges that his phone was disconnected and the debt pursued while it was still in dispute In the same vein as my predecessors I have called for stronger spend management tools to warn consumers of potential excess usage and high charges However unexpected high debt is not the only cause of financial hardship Poverty and financial hardship are very real in our community more than one in 10 Australians live in poverty Indigenous communities have even greater poverty as do demographic groups such as unemployed people and seniors The most recent ABS Household Expenditure survey suggests a quarter of persons on social security payments could not pay telephone and other utility bills on time Many of our complaints are not about unexpected high bills but about situations where small amounts can overwhelm consumers Commonly these consumers are on fixed welfare payments with very limited flexibility to meet unexpected additional expenses which can result from a house move a late payment fee or an unexpected charge resulting from a service change Common features of these cases are that the debt is not disputed but the consumer is asked to agree to a payment arrangement that they tell the provider they cannot afford Our last annual report showed that new complaints about failed attempts to reach payment arrangements increased 10 per cent to almost 3 500 new complaints We have recently facilitated a number of forums and workshops with service providers financial counsellors peak industry and consumer bodies

    Original URL path: http://m.tio.com.au/publications/blog/working-towards-a-hardship-framework-in-the-telecommunications-industry (2013-02-03)
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