The telecommunications complaints watchdog has welcomed calls from the Australian Competition and Consumer Commission (ACCC) to institute an external dispute resolution scheme aimed at digital platforms to ensure better outcomes for users according to Ombudsman Cynthia Gebert.
The Telecommunications Industry Ombudsman (TIO) has renewed its own recommendation that its remit be expanded to incorporate digital platforms following the ACCC’s final report on digital platform services, which was released on Monday.
“My office already hears from people and small businesses who are really frustrated by the harm they’re experiencing when they get nowhere through internal dispute resolution with their digital platforms,” Ombudsman Cynthia Gebert said.
According to ACCC report “72 per cent of Australian consumers surveyed have experienced unfair practices when engaging with digital platforms, including hidden fees and accidental subscriptions”.
“The ACCC makes clear that without an external dispute resolution scheme, trust in digital platforms is waning and taking its toll on a healthy and competitive digital economy,” the TIO said in a statement.
It pointed to its submission to the Australian Department of Treasury in 2023 in response to the ACCC’s regulatory inquiry, in which it pointed out its onw scheme “could be readily expanded to include digital platforms, either through a fixed-term trial or as a permanent part of its jurisdiction”.
It claimed this would ensure consumers have access to a modern communications ombudsman that can help resolve issues with their phone, internet and digital platform providers.
“Digital platforms are part of everyday life and consumers deserve the same protections they’ve come to expect with their phone and internet services,” Ms Gerbert said.
“The ACCC report shows 82 per cent of Australian consumers support the need for an independent external dispute resolution scheme,” she said.
“We urge the Government to listen to consumers and take steps now to ensure digital platforms are held to the same standards as other essential services.”
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