Aussie social media ban complaints lost in digital void
Australia’s telecommunications arbiter is bracing for a barrage of complaints after the social media age ban began, despite being powerless to address them.
In its report published on Thursday, the Telecommunications Industry Ombudsman revealed that it has received hundreds of complaints about digital platforms and services in the last two years and that the number of these complaints is increasing.
But the organization only has authority to resolve complaints about phone and internet carriers and has had to turn away consumers and business owners.
The work comes on the same day Meta said nearly 500,000 Instagram, Facebook and Threads accounts thought to be held by Australians under 16 would be deactivated a week ahead of the government’s decision. Social Media Minimum Age Law It entered into force for 10 digital platforms determined by the e-Safety Commissioner.
The Ombudsman’s report, Analyzes of Digital Platform Complaints, found that more than 1,500 people have complained to the organization about digital services since 2023, having been unable to resolve issues directly with companies.
More than one in three complaints (36 percent) involved blocking or banning access to accounts; some without notice or due to hacking attempts, while another third (34 percent) were related to unfair fees and charges.
The next main topic of complaints was faulty services and products purchased from online retailers and providers, including products, apps and streaming services.
In one example, an accidental purchase involving a popular kids app cost a family more than $700 with no possibility of a refund.
Ombudsman Cynthia Gebert said the complaints showed online complications were causing serious distress and harm to Australians.
“When things go wrong online, the cost is huge – people and small businesses lose time and money,” he said.
“It is heartbreaking to tell people that, unlike issues with telecommunications providers, we have no power to help resolve digital platform disputes.”
The report showed complaints made to the Telecommunications Industry Ombudsman about digital services rose by more than 28 per cent in 2024, and rose by a further 26 per cent in the year to June.
Ms Gebert said social media age restrictions that would leave many Australians without accounts could compound the problem and the federal government should expand the organisation’s remit to deal with them.
“To support government reforms such as the under-16 social media ban and the digital duty of care, it is more important than ever that people have the right to object when digital platforms get things wrong,” he said.
“We call on the Australian government to expand (the communications ombudsman) to become a communications ombudsman.”
A review Online Security ActPublished in February, it also recommended the creation of a digital ombudsman plan “covering digital platforms and online search and app distribution services” to address the regulatory gap.
The Australian Competition and Consumer Commission also issued a similar recommendation for the ombudsman in its own report. final Digital platform Services Inquiry reportand the introduction of dispute resolution standards.
Australia’s Associated Press is the beating heart of Australian news. AAP is Australia’s only independent national news channel and has been providing accurate, reliable and fast-paced news content to the media industry, government and corporate sector for 85 years. We inform Australia.
