About the consultation:
The Telecommunications Industry Ombudsman (TIO) is conducting a targeted review of non-financial loss limits. Currently, the TIO can recommend or require compensation of up to $1,500 for non-financial loss where compensation is needed to restore fairness. This may include situations where the consumer has experienced significant or unusually high levels of:
- stress
- loss of peace of mind
- time spent
- injury to feeling
in relation to an issue involving a telecommunications service.
Consultation closed: Wednesday, 30 September 2026
You can read further on the review on the TIO’s website.
IAA Response:
In our response, IAA opposed any increase to the non-financial loss compensation limit, highlighting the lack of the evidence to support the need for an increase and the potential impacts this would have, especially as to how this may drive consumer behaviour and settlement outcomes due to the structural flaw in the TIO’s cost model. We pushed for more transparency and publication of data concerning the award of non-financial loss compensation to better assess any issues in its framework.
You can read our response below:
If you have any questions/comments about our position, please let us know at policy@internet.asn.au.
