Is it possible to establish a scheme or body to hear escalated complaints about digital platforms? This research responds to a proposal from the ACCC in the final report of the Digital Platforms Inquiry for the creation of a Digital Platform Ombudsman, including the idea of expanding the Telecommunications Industry Ombudsman (TIO).

Focussing on social media, this report looks at the types of complaints made, how they are handled, and options for external dispute resolution. It identifies obstacles in the development of a comprehensive Ombudsman service, and describes some alternative arrangements that could accompany an enhanced role for the TIO.