A Memorandum of Understanding (MOU) has just been signed by the ACCC and the TIO, providing agreement on how the two parties will share information on the issues.
In publishing the MoU, Ombudsman Judi Jones said, “Consumer confidence in phone and internet products and services is critical to maintaining a thriving telecommunications industry”.
“This MoU sets out very clear guidelines and timelines for cooperation between our organisations.
“It also provided the opportunity for the ACCC and the TIO to consider the current telecommunications environment and realign our priorities.”
As also reported by iTWire last week, a new approach to collaboration and information sharing on compliance, enforcement and systemic issues in the telecoms sector was announced by the Australian Communications and Media Authority (ACMA) and the Telecommunications Industry Ombudsman (TIO), aimed at delivering “better outcomes for phone and Internet consumers and providers”.
The two industry bodies said that a new Memorandum of Understanding (MOU), provided a “clear framework for the referral of compliance and systemic issues in complaints”, with the ACMA noting that “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,” the ACMA said.