The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO
Submission from the Telecommunications Industry Ombudsman ... Submission to... · Executive summary...
Transcript of Submission from the Telecommunications Industry Ombudsman ... Submission to... · Executive summary...
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Submission from the
Telecommunications
Industry Ombudsman to
the Treasury’s
consultation on the final
Digital Platforms Inquiry
Report
September 2019
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Table of Contents
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Executive summary
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1 The time is right to introduce a Digital Platforms Ombudsman
1.1 Digital platforms form part of the converging communications landscape
1.2 Access to an effective complaint handling framework is needed
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1.3 The community expects a single external dispute resolution service
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2 The industry-based ombudsman scheme is proven
2.1 Ombudsman schemes have been introduced into new industries before
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2.2 The ombudsman model requires clear roles and responsibilities
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2.3 The ombudsman model makes good business sense
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2.4 Clear benchmarks support better consumer outcomes
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3 The TIO is a respected and effective industry-based ombudsman scheme
3.1 The TIO provides access to justice where IDR fails
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3.2 The TIO has large scale capacity for complaints and industry improvement
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3.3 The TIO is well positioned to extend our existing capabilities
3.4 The TIO continues to evolve in response to the changing landscape
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4 Considerations for the TIO to act as Digital Platforms Ombudsman
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4.1 Access to the Digital Platforms Ombudsman scheme
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4.2 Complaints about consumer or small business detriment
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4.3 Complaints about scams
4.4 Complaints that are likely to be out of scope
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4.5 Fair and reasonable outcomes
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