Over the past three years, the Telecommunications Industry Ombudsman (TIO) has worked hard to deliver its FY2021-23 strategic plan. An integral part of this plan has been using our data and insights to influence policy and shape public debate.

The Ombudsman's systemic investigations work has been critical to their successful realisation of this goal. The TIO's role in identifying and investigating systemic issues helps reduce and prevent complaints.

This report is a review of the TIO's systemic issues work for the period 1 July 2020 to 30 April 2023, and serves two purposes. First, it sheds light on the prevalent issues seen when considering each systemic investigation as part of a greater whole. Second, it makes recommendations where these themes show that the telecommunications framework and industry could evolve to help prevent and reduce the same complaints and themes occurring in the future.

Key findings and recommendations:

• Providers need to do more to reduce barriers for consumers seeking help
• Improved regulation would help reduce unexpected debt and financial hardship
• Direct regulation should play a primary role in protecting consumers that are vulnerable.
• A provider registration scheme with minimum entry requirements would protect consumers