Digital platforms ombudsman needed

The telecommunications watchdog supports the idea of there being an ombudsman dedicated to digital platforms so consumers and businesses have an avenue for their complaints.

The recommendation for an ombudsman was aired in the Australian Competition and Consumer Commission's hard-hitting review of digital platforms earlier this year.

Treasury is seeking submissions to respond to that review,

In its response, the Telecommunications Industry Ombudsman agrees with the consumer watchdog,

It says Australians could not imagine their world without using digital platforms to communicate.

"These platforms now play a vital role in the delivery of essential communication services in modern society," it says.

"The time is right for Australia to introduce an effective complaint handling framework for users of these services and for the digital platforms industry."

It says while complaint handling frameworks are well established in other essential service areas, digital platform users appear to have limited pathways to resolve complaints.

"Scanning the online environment reveals widespread frustration with digital platform complaint processes," it says.