iTWire - TIO seeks to handle digital platform complaints
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Wednesday, 29 March 2023 10:57
TIO seeks to handle digital platform complaints Featured
By Stephen Withers
The Telecommunications Industry Ombudsman wants to take on the proposed role of Digital Platforms Ombudsman.
The Australian Competition and Consumer Commission's inquiry into digital platforms found, among other things, that the lack of an independent umpire for this sector leaves consumers and small businesses with no avenue to have their complaints about digital platforms independently resolved.
So the TIO has put itself forward to take on that role, noting that it is an established external dispute resolution scheme that is trusted by industry, government and consumers, and it already already receives complaints from consumers about digital platform services even though they are outside its jurisdiction.
Such complaints include problems accessing an account, scams and fraudulent behaviour, and businesses disputing online reviews and comments, according to the TIO.
"In recent years, we've seen rapid developments in technology, regulation, and consumer expectations, and a general transition towards smartphones and other devices," said Telecommunications Industry Ombudsman Cynthia Gebert.
"This convergence of telecommunications and digital platforms means people now make calls and send texts through phone apps like WhatsApp and Messenger, they do business through social media platforms like Instagram, and advertise on Google.
"My office is already hearing about problems with digital platform services from people and small businesses who assume we are the right body to respond to these complaints.
"The TIO is ready to expand its remit to take complaints about digital platforms, either through a pilot or as a permanent part of our jurisdiction.
"We have the expertise to help consumers and the digital platforms find resolution with complaints and highlight systemic improvements that can create meaningful change."
The TIO's submission to Treasury can be found here.
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