New TIO Small Business Team established

Friday, 22 March, 2019

New TIO Small Business Team established

A new Small Business Team has just been announced by the Telecommunications Industry Ombudsman (TIO).

Effective from 1 April 2019, the team will deliver resolutions to complaints from small businesses.

In 2017–18, complaints from small businesses increased by 8.7% to 20,433. 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.

“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,” said Ombudsman Judi Jones.

Assistant Ombudsman of Dispute Resolution Jillian Brewer is looking forward to the delivery of this specialised service.

“Resolving small business complaints can involve complex phone, internet and equipment set-ups, 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,” she said.

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