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

These are some examples of the work that our Industry Improvement team did in 2012-13 to address issues that had the potential to affect a large number of consumers.

Protecting vulnerable consumers

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

Marketing and activation of prepaid services

Lycamobile aligned the advertised cost of their prepaid services to their recharge options after informal discussions with the TIO.

Easy to understand bills

Telstra consumers now find their bills easier to understand after discussions between the provider and the TIO.

Protecting consumers from misleading sales calls

Utel Networks was fined and ordered to review its telemarketing practices as a result of a TIO systemic investigation.