TIO Complaints Report: RMIT experts comment on pressure to improve consumer protections

Associate Professor Mark Gregory, School of Engineering

Topics: telecommunications, NBN, mobile service 

“The lack of realistic penalties for poor service means that residential consumer and small business complaints to the TIO remain high. 

“Only a fundamental change to the regulatory environment will force the telecommunications industry to adopt a consumer-friendly business model.

“The government should introduce minimum service quality standards and provide the ACCC with additional regulatory power to reduce the number of service-related complaints being made to the TIO.

“Residential consumers and small businesses need the Albanese Government to focus on the underlying issues that restrict the ability of the telecommunications industry to provide improved services with lower monthly charges.”

Mark Gregory actively participates in public debate covering telecommunications, digital security and the Internet. He currently works as an Associate Professor in the School of Engineering at RMIT University.

Professor Matthew Warren, Director, Centre for Cyber Security Research and Innovation 

Topics: cyber security, Optus data breach, cyber attack 

“We have seen an increase in complaints to the TIO in quarter two 2022 with a direct link to the Optus cyber breach, reflected in a 39.3% increase in complaints about Optus specifically.

“What we have seen is that customers have complained to the TIO because they feel powerless to resolve the cyber hacking situation themselves and they wish the TIO to act on their behalf and engage with Optus about the cyber incident. 

“Consumers are no longer sitting back about Cyber incidents and want action to be taken. 

“The TIO Compliant report now puts pressure on the TIO to act on the behalf of Optus customers impacted by the cyber incident and hold Optus accountable.”

Matt Warren is the Director of the Centre for Cyber Security Research and Innovation and a Professor of Cyber Security at RMIT University.

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