The Telecommunications Industry Ombudsman (TIA) has been strengthened with new powers to help customers with telecommunications complaints, and will see a significant increase in the monetary value of complaints the TIO can help with.

 

“An increase in powers is always a good thing for consumers who cannot resolve the issues they are having with their service providers,” Ombudsman Simon Cohen said.

 

The changes will mean the TIO will have the power to give legally binding directors to service providers of up to $50,000 in value, and to make recommendations of up to $100,000.  This is an increase from direction powers of $30,000 and recommendation powers of $85,000.

 

“The adjustment to our monetary limits means that consumers who previously had disputes too large for us to deal with will now have access to our fast, free and independent service,” Mr Cohen said.

 

The TIO can assist small businesses with an annual turnover of less than $3 million and up to 20 employees (or up to 100 staff in the case of seasonal operations or manufacturing businesses).

 

Even where these conditions might not be met, the TIO will consider other aspects such as the issues in dispute, the nature of the business (for example, whether it is not for profit or it operates from home), and whether the business is independently owned and funded by a small number of individuals who make most of the important business decisions.