The telecommunications industry’s consumer protections code of practice will be an important benchmark during the difficult conditions the industry faces over the next year. Telecommunications Industry Ombudsman Deirdre O’Donnell said that she expected that tighter economic conditions would lead to increased focus on the billing of phone and internet bills as people sought ways to cut their expenditure.

“Billing complaints have always been one of the key concerns of the consumers and small businesses who bring a complaint to my office,” said Ms O’Donnell, “and in the year ahead I will be placing a greater focus on how my office deals with these complaints. “We have reminded our members that they must comply with the Telecommunications Consumer Protections code when dealing with consumers and small businesses who are having trouble paying their phone or internet bills,” she said.

Under the code, service providers must:

have a financial hardship policy and they must give customers a summary of the policy upon request

assess a customer’s eligibility for its financial hardship policy when requested

make sure that any financial hardship arrangements agreed to are sufficiently flexible to take account of an individual’s circumstances

advise customers of the agreed terms of the arrangement (for example, the amount and frequency of the repayments) and ensure they know their rights and obligations under the arrangement

not undertake credit management action in relation to the debt:

while a financial hardship arrangement is being actively discussed with a customer, or

during the course of the arrangement, unless the terms are breached (and only then after the provider takes reasonable steps to contact the customer).

“We have published information on the front page of the TIO’s website, www.tio.com.au, to help consumers who are having trouble paying their bills,” Ms O’Donnell said.

More information is also available in the latest edition of TIO Talks, which is also available at www.tio.com.au or in hard copy on request. A complete copy of the Telecommunications Consumer Protections code is available at www.commsalliance.com.au.

The TIO is a free and independent complaints handling office for consumers and small businesses who have not been able to resolve a problem with their telephone or internet service providers. All telecommunications and internet service providers are required by law to be members of the TIO scheme.

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