A record number of telecommunications cases and complaints has resulted in the Telecommunications Industry Ombudsman (TIO) announcing its intention to deploy a dedicated management system. The ombudsman, which receives between 5000 and 6000 calls each week from unhappy telco customers, will move from its aging system to one provided by Melbourne-based software developer, Resolve. The case management solution will contain an in built self-service function, and is the tenth Commonwealth Ombudsman office to use Resolve for the creation of a management system. The deployment is expected to improve the agency’s process efficiency and greater member accessibility. The ombudsman, which Senator Stephen Conroy last month said needed to be reformed after an increased workload, receives 168,000 new complaints each year and is authorised to investigate both ISPs and telephone providers for misconduct. The Australian Communications Consumer Action Network (ACCAN) last month called on the Australian Communications and Media Authority (ACMA) to impose penalties on telecommunications companies with poor customer service after the release of statistics from the TIO finding a massive increase in complaints against Australian telcos. Follow Lisa Banks on Twitter: @CapricaStar Follow Computerworld Australia on Twitter: @ComputerworldAU Related content opinion Website spoofing: risks, threats, and mitigation strategies for CIOs In this article, we take a look at how CIOs can tackle website spoofing attacks and the best ways to prevent them. By Yash Mehta Dec 01, 2023 5 mins CIO Cyberattacks Security brandpost Sponsored by Catchpoint Systems Inc. Gain full visibility across the Internet Stack with IPM (Internet Performance Monitoring) Today’s IT systems have more points of failure than ever before. Internet Performance Monitoring provides visibility over external networks and services to mitigate outages. By Neal Weinberg Dec 01, 2023 3 mins IT Operations brandpost Sponsored by Zscaler How customers can save money during periods of economic uncertainty Now is the time to overcome the challenges of perimeter-based architectures and reduce costs with zero trust. By Zscaler Dec 01, 2023 4 mins Security feature LexisNexis rises to the generative AI challenge With generative AI, the legal information services giant faces its most formidable disruptor yet. That’s why CTO Jeff Reihl is embracing and enhancing the technology swiftly to keep in front of the competition. By Paula Rooney Dec 01, 2023 6 mins Generative AI Digital Transformation Cloud Computing Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe