TIO to form small business telecommunications dispute team

The TIO is launching a small business team to cut down on complaints from small business, which in 2017-18 increased 8.7 per cent to 20,433. 

According to the TIO, 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.

The Australian Small Business and Family Enterprise Ombudsman, Kate Carnell, has welcomed the TIO's initiative. 

"Connectivity is key to a business’ success. With 95 per cent of small businesses online, a disruption or complete lack of connection can affect their sales, marketing, ordering and invoicing processes," Ms Carnell said.

The Ombudsman explained that a new small business team within TIO is needed because small businesses risk losing customers due to problems with phone or internet connections. 

"We recently helped a Canberra-based chemist whose phone line had been disconnected for 59 days. The telecommunications provider had cut the lines while redirecting to the NBN. The chemist then had their fax line disconnected, which caused, among other issues, critical concerns regarding doctors being unable to fax prescriptions for palliative care medication," Ms Carnell noted. 

The small business team is expected to 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.