Finding the balance point in deciding the scope of the communications ombudsman scheme

International Association of IT Lawyers
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Law & Practice: Critical Analysis and Legal Reasoning, 2013, 1, pp. 423 - 434
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In Australia, The Teiecommunitations Industry Ombudsman (TIO) is a private corporation acting as the sole alternate dispute resolution mediator between carriage service providers (CSPs) and consumers. Currently, the Telecommunications Act requires all CSPs to become members of the TIO scheme in Australia. The TID has been receiving a very large number of complaints since 2006, especially when compared to what appears to be the position in the United Kingdom. Statistics showed that the TIO has been receiving and handling 193,702 new complaints a year, whereas the equivalent UK organisations seemed to be handling only 14% of that number. A research project is conducted during June to November 2013 to investigate this situation. This project aims to study the scope of the TIO scheme by comparing it with its UK peer organisations. In conclusion, this research believes that the scope of the TIO scheme is considerably larger than that of the UK ombudsman schemes. This situation contributed significantly to the large number of the complaints received by the TIO and the scope of the TIO scheme is calling for a careful review to achieve a better regulatory environment.
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