Home / Technology / Digital Doors Slam Shut: Australians locked out of accounts
Digital Doors Slam Shut: Australians locked out of accounts
4 Dec
Summary
- Over 1,500 Australians complained to TIO about digital platforms.
- Account access issues form 36% of digital platform complaints.
- Google leads complaints; TIO lacks power to resolve them.
A growing number of Australians are struggling to regain access to their digital accounts, with the Telecommunications Industry Ombudsman (TIO) receiving over 1,500 complaints in the last two and a half years regarding digital platforms. A significant portion, 36%, of these complaints relate to wrongful account terminations, leaving users locked out without warning or clear explanation.
These issues often intersect with telecommunications services, making it difficult for consumers to identify the root cause of their problems. Google has emerged as the platform with the highest number of complaints, followed by Hubbl and tech companies like Apple and Microsoft. The TIO's report highlights the emotional and financial distress experienced by individuals and small businesses facing these sudden account bans.
The TIO has recommended an expansion of its remit to include digital platforms, proposing a transition to a "Communications Ombudsman." This expansion would empower the ombudsman to address consumer grievances effectively, especially with upcoming regulations like the social media ban for minors. Currently, the TIO cannot intervene when users are locked out of social media or cloud storage accounts.
