TIO Report Shows Government Failing Telco Consumers Lindsay Tanner - Shadow Minister for Communications

Media Statement - 12 March 2003

Today's Telecommunications Industry Ombudsman (TIO) report (New window) provides further evidence that the Government's telecommunications consumer protection regime continues to fail consumers.

The TIO report shows that practices such as Internet ‘dumping', telephone ‘slamming', poor credit control, and poor complaints handling practices continue to be major problems in the telecommunications industry.

Internet ‘dumping' is on the rise. Consumers are unknowingly dumped on to pay per minute Internet sites and wind up with large unexpected telephone bills.

The consumer nightmare of ‘slamming' is increasing. Consumers are transferred to other phone companies without their permission.

The poor management of consumer credit by telephone companies continues to be a problem for many consumers. The TIO has now reported on the emerging problem of telephone companies debiting consumer's credit or bank accounts without their knowledge and permission.

Another huge problem area is poor complaints handling by telecommunications companies. The largest number of code breach complaints was against the Complaints Handling Code.

For ordinary consumers the telecommunications experience can be a nightmare. Consumers are being ‘slammed', ‘dumped', and ‘fobbed off' with disdain by some telecommunications companies.