From 1 April 2019 small businesses will have a dedicated team at the Telecommunications Industry Ombudsman, providing a free and independent dispute service for unresolved complaint about telephone or internet service in Australia.

In announcing the Small Business Team Ombudsman Judi Jones said “Small businesses are relying more than ever before on phone and internet services to be accessible, be informed, and to do business. It is critical they are able to rely on the phone and internet services they sign up for, and to have access to a free, independent, and effective complaint resolution service when their complaint is unresolved.”

Complaints from small businesses are rising, increasing in 2017/18 by 8.7 per cent to 20,433, 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 announcement was welcomed by Australian Small Business and Family Enterprise Ombudsman, Kate Carnell.

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

“For example, 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.

“Once my Assistance team stepped in, the telecommunications provider reconnected both the phone and fax lines.

“We will continue to support measures that assist small businesses to maintain and grow their digital connectivity,” Ms Carnell said.

Assistant Ombudsman of Dispute Resolution Jillian Brewer is looking forward to the delivery of this specialised service. “Resolving small business complaints can involve complex phone, internet and equipment setups, and an understanding of how these issues impact business loss. The Small Business Team will 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.”

Small businesses, and residential consumers, should contact www.tio.com.au or 1800 062 058.

More from The Business Conversation:

New Tax Concierge service for small businesses

Open for business: New authority providing independent dispute resolution for financial complaints

New partnership to help Aussie businesses reclaim VAT on foreign travel expenses