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Looking ahead

A future of new technologies and a robust, consumer-focused industry code of practice will set the pace for the future at the TIO.

New TCP Code 

In effect since 1 September 2012, the new Telecommunications Consumer Protections code promises to be a safety net for consumers in a wide range of issues that have been the subject of much public debate over the last year. Stronger requirements for service providers to disclose information in advertising and at the point of sale, timely and effective alerts to help people manage their spending, and clearer standards on complaint handling are some of the features that will benefit consumers.

The TIO is working to ensure our staff have a close understanding of the new Code and that our systems are in place to report on the types of complaints we receive as they relate to these new rules for best practice in the industry. We will be closely monitoring the industry’s implementation of the Code and where necessary, liaising directly with service providers or the regulator to assist them to make these protections a reality.

M-commerce 

Converged technologies are fast evolving thanks to the growth of mobile devices and network improvements. M-commerce is already a reality in Australia and an area with potential of overlap for the finance and telecommunications industries. Thousands of transactions can be made, from shopping to banking via electronic apps, SMS, social networks or Near Field Communications-enabled handsets, converting a phone into a virtual wallet.

With more of these services on offer, and in such a competitive market, there will be challenges around the way that the services are marketed and added on to the mobile phone plans of the future. How to deal – and who should deal – with any complaints that arise from M-commerce related services is something that we are in the process of exploring with other Ombudsman services.

National Broadband Network 

The National Broadband Network (NBN) is one of the biggest and most ambitious infrastructure projects ever undertaken in Australia. The NBN is moving beyond test sites to a full scale rollout across Australia that will take some 10 years. We are closely monitoring the progress of the NBN as it becomes the standard for telecommunications connections and the implications it may have for consumers.

We are carefully planning the best strategy to future proof the TIO to make sure that our services remain relevant to the community in the midst of this constant industry evolution. An expanded vision with an organisational structure that will help deliver this strategy is under way, focusing on continuous internal improvement and becoming an expert voice about the telecommunications industry in Australia. 

Petra Jankulovski
Conciliation Manager

Petra Jankulovski

Time at TIO: 1.5 years

My role involved implementing a conciliation process at the TIO. I was attracted to the role because I love dispute resolution. I’ve always enjoyed focusing on resolutions and conciliation really helps any issues move quickly towards a resolution.

My background is in social work and counselling. I majored in solution-focused therapy, which is a method that concentrates on solutions and not problems to create outcomes for the parties involved. I have experience in family counselling.

The thing that attracted me to Ombudsman schemes in particular was independence. It’s also very diverse – after implementing the process there was ongoing coaching and mentoring that needed to be done, not only with staff and managers, but also with service providers.

A personal highlight was seeing closure times reduce. When I started at the TIO, the average closure time was 54 days, and now it’s 21 days. That’s a great achievement for everyone.

Petra Jankulovski
Conciliation Manager

Petra Jankulovski

Time at TIO: 1.5 years

My role involved implementing a conciliation process at the TIO. I was attracted to the role because I love dispute resolution. I’ve always enjoyed focusing on resolutions and conciliation really helps any issues move quickly towards a resolution.

My background is in social work and counselling. I majored in solution-focused therapy, which is a method that concentrates on solutions and not problems to create outcomes for the parties involved. I have experience in family counselling.

The thing that attracted me to Ombudsman schemes in particular was independence. It’s also very diverse – after implementing the process there was ongoing coaching and mentoring that needed to be done, not only with staff and managers, but also with service providers.

A personal highlight was seeing closure times reduce. When I started at the TIO, the average closure time was 54 days, and now it’s 21 days. That’s a great achievement for everyone.