Telecommunications Industry Ombudsman sets up team to help small business with complaints

NBNCo technicians at work during the process of installing the fibre optic cables through Taree's central business district. The new Telecommunications Industry Ombudsman Small Business Team will provide a free, independent, and effective complaint resolution service relating to internet and phone service issues.
NBNCo technicians at work during the process of installing the fibre optic cables through Taree's central business district. The new Telecommunications Industry Ombudsman Small Business Team will provide a free, independent, and effective complaint resolution service relating to internet and phone service issues.

Manning Valley businesses with complaints about phone or internet services will be able to complain to a Telecommunications Industry Ombudsman Small Business Team from April 1.

In 2017/18 complaints from small businesses increased 8.7 per cent to 20,433, according to the Telecommunications Industry Ombudsman, and this increase was largely driven by issues including no action or delayed action by their service provider to resolve their phone or internet issue, followed by complaints about disputed charges for a service or equipment.

In announcing the Small Business Team, ombudsman Judi Jones said small businesses are relying more than ever before on phone and internet services to be accessible, be informed, and to do business.

"It is critical they are able to rely on the phone and internet services they sign up for, and to have access to a free, independent, and effective complaint resolution service when their complaint is unresolved," Ms Jones said.

Assistant ombudsman of dispute resolution, Jillian Brewer said she was looking forward to the delivery of this specialised service.

"Resolving small business complaints can involve complex phone, internet and equipment setups, and an understanding of how these issues impact business loss.

"The Small Business Team will deliver a dispute resolution service that is responsive to the high impact phone and internet problems can have on the day to day operations of small businesses."

To make an online complaint visit the Telecommunications Industry Ombudsman website or telephone 1800 062 058.

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