The Australian Government has announced new online safety measures aimed at protecting young Australians and regulating access to harmful applications. These initiatives come as part of ongoing efforts to establish a Digital Duty of Care, which seeks to create a safer online environment. The measures were prompted by findings from the eSafety Commissioner and the Independent Review of the Online Safety Act 2021, highlighting the risks associated with technology-facilitated abuse.
Digital platforms, which include search engines and app stores, play a vital role in connecting Australians and supporting businesses in accessing new markets. However, these platforms often operate with limited accountability when issues arise. The Telecommunications Industry Ombudsman (TIO) has expressed strong support for the establishment of a Digital Platforms Ombudsman, which would enhance consumer protections alongside the Government’s reforms.
Cynthia Gebert, the Telecommunications Industry Ombudsman, emphasized the significance of these digital platforms in everyday life. “Digital platforms are now core to the way Australians connect with each other and run their small businesses, but with limited competition between platforms, it’s important for the government to protect everyday people from harms,” she stated.
As these online safety measures are implemented, Gebert highlighted the necessity for consumers to have the right to appeal decisions made by digital platforms. The proposed Digital Platforms Ombudsman would serve as a crucial resource for individuals and businesses facing unresolved issues with these services. “As online safety measures roll out, it’s critical consumers have appeal rights when digital platforms get things wrong – and a Digital Platforms Ombudsman has an important role to play in ensuring access to justice for consumers,” she added.
The TIO is joining other organizations in advocating for an independent dispute resolution scheme for digital platforms, as suggested by the Australian Competition and Consumer Commission (ACCC). This initiative aims to provide users with a straightforward way to seek redress for grievances.
For instance, if a user or small business is inadvertently locked out of their social media account due to automated systems, they may struggle to obtain assistance from the platform. In such cases, the proposed ombudsman would offer free and fair support to help resolve the issue, ensuring that consumers have a reliable avenue for addressing complaints.
Gebert pointed out that many individuals already approach the TIO expecting assistance with their digital platform complaints. By extending its services to include these issues, the TIO aims to become a central resource for consumers facing challenges with digital and telecommunications companies.
The introduction of these online safety measures reflects a growing recognition of the need for accountability within digital platforms. As the landscape of technology continues to evolve, the Australian Government’s commitment to safeguarding its citizens online is a significant step towards creating a more equitable and secure digital environment.
