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New agreement to deliver better outcomes for phone and internet consumers and providers

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A revised Memorandum of Understanding (MoU) between the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO) sets out a refreshed approach to collaboration and information sharing on compliance, enforcement and systemic issues.

The MoU provides a clear framework for the referral of compliance and systemic issues in complaints. 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.

ACMA Chair Nerida O’Loughlin said the agreement was a positive step forward for telco consumers in Australia.

“This agreement will further enhance the working relationship between the ACMA and the TIO, to ensure consumers are adequately protected and telcos fulfil their obligations,” Ms O’Loughlin said.

“We can use our powers to take enforcement action against any telco referred to us by the TIO for failing to comply with the Ombudsman’s directions.”

Telecommunications Ombudsman Judi Jones said “This refreshed agreement builds on the already close relationship with the ACMA and shows both organisations are committed to collaboration and effective information sharing.

“Consumers and the telco industry will benefit from both organisations taking decisive action on non-compliance and systemic issues.

“A closer working relationship between our organisations gives clarity and certainty to providers and consumers about the regulatory framework that supports a thriving telecommunications industry.”

The full agreement, which sets out a framework for liaison, collaboration, assistance and the exchange of information between the two parties, can be viewed on the ACMA or TIO website.

MR 18/2020

For more information, please contact ACMA Media on 0438 375 776 or media@acma.gov.au.

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