Changes to consumer complaints-handling rules

Click here to access the Telco complaints monitoring and analysis: Audit report. 

We are proposing new rules as part of implementing the Australian Government’s response to recommendations made in the Review into the Optus outage of 8 November 2023. The review recommended that the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 should be changed so that it addresses consumers with complaints about network outages.

The new rules will require telcos to appropriately recognise, accept and prioritise the resolution of network outage complaints.

We have also reviewed the standard and rules that apply to handling all complaints. We are proposing changes to the complaints-handling process that telcos must comply with so that they:

• meet current community standards
• are consumer-focused
• are able to effectively and efficiently resolve complaints. 

The changes also enhance the transparency of complaints-handling processes, including consumers’ rights to get help from the Telecommunications Industry Ombudsman if their complaint is not satisfactorily resolved.

We invite your feedback on the draft amended standard, which includes a process for handling network outage complaints and other improvements to the telco complaints-handling processes. 

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