Rebalancing Regulation in an Era of Distrust Telecommunications Industry Ombudsman and Developing Consumer Regulation
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Keywords
Telecommunications regulation, Telecommunications Industry Ombudsman, Ombudsman, Digital Platforms
Abstract
On Thursday, 21 September 2023, TelSoc hosted an online event to discuss a number of important developments involving the Telecommunications Industry Ombudsman (TIO). The first development was the continuing reduction in the number of complaints by consumers about the services provided by telecommunications operators.
The second development is that the TIO has called for a different model – direct regulation – to be adopted for regulation in the sector where it impacts consumers. This call has occurred at a time when the Telecommunications Consumer Protection Code is progressing through the approval stages. Over the past twenty-five years in Australia, the preferred approach to the development of industry codes of practice has been largely by the industry, with subsequent regulatory adoption by the ACMA. Is this model serving Australia well in the current environment?
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References
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Copyright Telecommunications Association Inc.
Cynthia Gebert, Telecommunications Industry Ombudsman
Cynthia Gebert commenced in the role of Telecommunications Industry Ombudsman in May 2022. She is responsible for bringing to life the Board's vision for the TIO, through the implementation and delivery of the organisational strategy.
Prior to joining the TIO, Cynthia held the position of Victoria’s Energy and Water Ombudsman for ten years. She has a master’s degree in Dispute Resolution from the University of Technology, Sydney and bachelor’s degrees in Law and Political Science from the University of Sydney.
Cynthia is a past Chair of the Australian and New Zealand Ombudsman Association (ANZOA) and is a 2011 alumni of Leadership Victoria’s highly respected Williamson Community Leadership Program. She is also a member of Chief Executive Women.
As a graduate of the Australian Institute of Company Directors, Cynthia is currently a Director of the Thriving Communities Partnership, Thriving Communities Foundation, and Eltham College Limited.
