The TIO supports leveraging the expertise of existing EDR arrangements. This is AFCA for banks and the TIO for telcos and digital platforms.
Scam complaints are complex and multifaceted, and do not always involve the transfer of money through a bank account.
Resolving scam complaints requires the expertise and member relationships within organisations such as AFCA and the TIO to provide fair and reasonable outcomes to consumers. The TIO has an established track record of successfully doing this for 30 years.
Policy solutions must be consumer centric. This includes setting the solution up in a way that future proofs emerging consumer issues and does not undermining existing arrangements.
EDR options that focus on the subject matter of complaints undermines the well-established and successful industry-based model of dispute resolution. The industry-based model makes it easy for consumers to know who to complain to and where to seek help especially for our most vulnerable community members.
EDR schemes can work together to reach fair and reasonable outcomes and minimise impacts on consumers while making the complaint process easy and accessible.
As stated by Ombudsman Cynthia Gebert:
"If you have a problem with your phone or internet, you go to the Telco Ombudsman. When you have a problem with your bank, you go to AFCA. This process is simple, it is easy, it is accessible. People just want their problems fixed. The Government's proposed solution complicates what is an easy process for people.
"Creating confusion for consumers about the jurisdiction of different EDR schemes fails to meet the needs of people and small businesses who need an easy to navigate process.
"The TIO is eager to work with relevant parties to deliver the best possible outcome for the Australian community and industry sectors."
