The Government's efforts to protect young Australians online, restrict access to harmful apps and continue developing a Digital Duty of Care are welcome steps towards a fairer digital environment.
While digital platforms (including search engines and app stores) bring real benefits to Australians, we know from the work of the eSafety Commissioner and the Independent Review of the Online Safety Act 2021 that there are serious harms caused by technology facilitated abuse.
Australians need digital platforms to stay connected and businesses rely on them to access new markets and opportunities. We depend on these companies for daily communications, but they are largely unaccountable when things go wrong. The TIO supports calls from the Independent Review of the Online Safety Act 2021 for a Digital Platforms Ombudsman to complement the Government's reforms in this area.
As stated by Telecommunications Industry Ombudsman Cynthia Gebert
"Digital platforms are now core to the way Australians connect with each other and run their small businesses, but with limited competition between platforms, it's important for the government to protect everyday people from harms.
"As online safety measures roll out, it's critical consumers have appeal rights when digital platforms get things wrong - and a digital platforms ombudsman has an important role to play in ensuring access to justice for consumers.
"The TIO is among a chorus of groups backing the Australian Competition and Consumer Commission's call for an independent, external dispute resolution scheme for digital platforms.
"For example, if an individual or small business is mistakenly locked out of their social media account through automated processes - and they find they can't get the help they need from the platform - they could come to the ombudsman for free and fair support to resolve the issue.
"People already come to the TIO thinking we can help them to resolve their digital platforms complaints. By extending our remit to include digital platforms complaints, the TIO can be the one stop shop for consumers experiencing ongoing problems with resolving complaints about digital and telecommunications companies."
