A few weeks into the job, and the new Telecommunications Industry Ombudsman, Simon Cohen, has set his sights on ensuring the TIO reaches out to all consumers.

“Accessibility is a key issue for Australia’s most vulnerable groups – who are least likely to know about, or ask for assistance in resolving complaints with telecommunications providers,” Mr Cohen said. “One of my key tasks will be to make sure that we reduce the barriers to accessing our services for the people who most need them – those who might be disadvantaged and vulnerable for whatever reasons.”

The TIO’s focus on accessibility is outlined in TIO Talks – released today. TIO Talks also reports on a decrease in complaints handled by the TIO. In the first three months of 2010, the TIO received 52,730 complaints from consumers and small businesses around Australia. This is compared with 54,287 in the December 2009 quarter, and 61,248 in the September 2009 quarter.

“During the TIO connect.resolve campaign we worked closely with telecommunications providers to help them improve their customer service and complaint handling. It is therefore pleasing to see this trend,” said Mr Cohen. “However, complaints remain at very high levels, and I welcome the renewed focus and commitment across the telecommunications industry on better customer service and complaint handling”.

Mr Cohen has encouraged telecommunications customers to speak up when things go wrong with their services. “Things sometimes will go wrong, with your phone, mobile or internet service. My message is that if you have a complaint about your telecommunications or internet service provider, you should first try to resolve it with your provider. If that doesn’t work, then the TIO may be able to help”.

The figures can be viewed at www.tio.com.au

AMTA Snapshot editor’s note: According to the complaints statistics supplied by the TIO, the number of complaints for mobile phones for the September quarter 2009 were 25,219 compared to 22,742 for the March quarter 2010. This is a fall of 9.8 per cent in the 9-month period to March 2010.

AMTA’s Chief Executive Officer, Chris Althaus, met the new Ombudsman, Simon Cohen, this week to welcome him to his new position and tell him of the industry’s desire to work co-operatively with the TIO.