Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Systemic case studies

Protecting vulnerable consumers

We stopped a company from taking money out of vulnerable consumers’ Centrelink payments.

Read full case study

Equitable access

We engaged with consumers in every state through our outreach program and established networks with Indigenous communities.

Outreach events

TIO staff made 72 visits to:

  • Bring Your Bills days
  • federal Members of Parliament
  • migrant resource centres
  • government and consumer agencies forums
  • financial counsellors conferences, and
  • community legal workers conferences.

We helped youth become smarter telephone users

We advised the Australian Securities and Investments Commission on the development of an interactive educational resource.

The resource aims to teach primary and secondary school students how to use mobile phones in a financially responsible way. It also teaches students about ways to resolve complaints, including the TIO.

The resource can be accessed via the Money Smart Teaching website.

We strengthened our links to Indigenous consumers

We built relationships with agencies that deal with Indigenous consumers by:

  • attending conferences for workers who deal with Indigenous consumers in NSW
  • visiting financial counsellors who work with Indigenous consumers in far-north Queensland and the Northern Territory, and
  • surveying organisations that work in remote communities to understand TIO awareness.

The results of the survey of 29 remote Indigenous communities throughout Australia will form the foundation of a plan to engage with Indigenous consumers.

We worked on a new disability action plan

Staff from agencies representing people with disabilities met at the TIO’s office in Melbourne in June 2013. The session was the first step to our third disability action plan, which will run from 2013 until 2016. 

Systemic case studies

Protecting vulnerable consumers

We stopped a company from taking money out of vulnerable consumers’ Centrelink payments.

Read full case study