More than half of Australians have experienced issues with their telecommunications over the past 12 months, but many, especially the vulnerable, failed to complain in fear of the process.
Research commissioned by the Telecommunications Industry Ombudsman (TIO) found 55 percent of Australians have experienced at least one problem with their telco in the last year, with 77 percent of those customers choosing not to make a complaint due to a sense that the process would be overwhelming.
Ombudsman Cynthia Gebert, who is establishing a task force in response to the research, said it was time for the sector to re-think how customers, particularly customers experiencing vulnerability, interacted with telcos.
Ms Gebert said the research supported what her Office had observed for a long time.
“Too many people are finding it hard to get by and that there is more for the industry to do to meet people where they are,” she said.
Ms Gebert said people experiencing vulnerability may require additional support in disputing charges, negotiating with their telco, seeking options for redress, or making complaints about their telco.
“I believe the telco sector should, and must, do more to support customers who are doing it tough,” she said.
Ms Gebert said she would convene a Telecommunications Accessibility Task Force to address systemic barriers to accessibility.
“The purpose of the group is to unite and coordinate sector efforts to better serve customers experiencing vulnerability.”
Expressions of interest can be submitted through the TIO website.
