Jul 02, 2019
Judi Jones – Telecommunications Industry Ombudsman
TIO - providing a fair, independent and accessible dispute resolution service

The Telecommunications (Consumer Protection and Service Standards) Act 1999 requires telecommunications providers to be members of the Telecommunications Industry Ombudsman (TIO) and to comply with the decisions of the Ombudsman.

The TIO provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia.

Dispute resolution services include:

  • Dealing with individual and systemic complaints;
  • Promoting fair and effective resolution of complaints;
  • Providing information and analysis to community, government and members.

Appointed as Australia’s Telecommunications Industry Ombudsman, Judi Jones has extensive experience in alternative dispute resolution, management, and the law. She held the position of Electricity and Gas Complaints Commissioner in New Zealand for 14 years. As the inaugural ombudsman, Judi established a scheme that is now the largest in New Zealand and is fully funded by the electricity and gas industry.

Judi’s work in New Zealand for organisations such as the Advertising Standards Complaints Board and the Massey University Dispute Resolution Centre has given her a wealth of experience in her field. Her past appointments include being a member of the Security and Reliability Council for the electricity industry, Chair of the Advertising Standards Complaints Appeal Board, and former chair of Consumer NZ.

Judi holds a law degree and a Masters in Business Studies with Distinction in dispute resolution. She is currently the Chair of ANZOA, the peak body in Australia and New Zealand for industry-based, parliamentary and statutory ombudsman offices. Judi also has a long-standing involvement with ANZEWON, the Australia & New Zealand Energy and Water Ombudsman Network