Small businesses will have dedicated Telecommunications Ombudsman Team


The Telecommunications Industry Ombudsman is pleased to announce the formation of a Small Business Team, commencing 1 April 2019

In the 2017 to 2018 period, complaints from small businesses increased 8.7 per cent to a 20,433 total. This increase was largely driven by issues including no action or delayed action by their service provider to resolve their phone or internet issue and complaints about disputed charges for a service or equipment.

The Australian Small Business and Family Enterprise Ombudsman, Kate Carnell, welcomed the news that small businesses now have a specific team to contact when they are in dispute with their telephone, mobile or internet services.

“Connectivity is key to a business’ success. With 95% of small businesses online, a disruption or complete lack of connection can affect their sales, marketing, ordering and invoicing processes.

“It’s not acceptable for small businesses to lose customers due to problems with phone or internet connections, which is why this new small business team within TIO is needed” Ms Carnell said.

The new Small Business Team will give SMEs a dedicated resolution service to prevent and help cases where unresolved issues with telecommunication providers are resulting in lost revenue and other inconveniences.

In announcing the Small Business Team Ombudsman Judi Jones said “Small businesses are relying more than ever before on phone and internet services to be accessible, be informed, and to do business. It is critical they are able to rely on the phone and internet services they sign up for, and to have access to a free, independent, and effective complaint resolution service when their complaint is unresolved.”