Growing digital platforms issues necessitate communications ombudsman

Peak communications consumer body ACCAN has today welcomed the release of the Digital Platforms Complaints Insights report from the Telecommunications Industry Ombudsman (TIO), which highlights the growing volume and complexity of consumer problems involving digital platforms.

While the TIO currently deals exclusively with telecommunications issues, today's report reveals that the organisation is now receiving a significant and rising number of complaints about digital platforms – including social media services, app stores, cloud storage providers, streaming services and other tech services. Despite this increase, Australians have no formal independent body that can help resolve these disputes.

Consumers who face serious problems such as account lockouts, hacking, billing errors, or ineffective customer support are left with few practical options. There is no external dispute resolution scheme for digital platforms, and many consumers report that the support offered by large tech companies is difficult to access or unresponsive.

ACCAN CEO Carol Bennett said the report underscores the pressing need for the TIO have its remit expanded to a communications ombudsman that reflects how central digital platforms have become to everyday life.

“Australians have little-to-no recourse when they encounter problems with tech companies, social media platforms or other players in the digital economy - services that are now essential to participation in work, education, family life and community.”

“Today’s report shows that thousands of people are turning to the telco ombudsman because they simply have nowhere else to go. They are experiencing real harm through financial loss, business disruption, or being cut off from important personal or professional accounts. The TIO is not currently resourced or empowered to assist these consumers.”

"Expanding the TIO’s remit to become a Communications Ombudsman would close this critical gap in Australia's complaints landscape."

“It is a natural and sensible step to evolve the role and responsibilities of the TIO to encompass digital platforms. This would give Australians a clear, fair, independent pathway to resolve disputes and help restore trust in the digital environment,” Ms Bennett said.

ACCAN has long called for the designation and resourcing of a digital platforms ombudsman. Today’s report further demonstrates the need for a cohesive and comprehensive approach that brings telecommunications and digital services under a single, modern framework of accountability and consumer redress.