In 2020-21 the Telecommunications Industry Ombudsman dealt with complaints and enquiries from over 119,000 people and small businesses. In her capacity as the leader of the nation’s highest volume complaint handling service, Ombudsman Judi Jones will discuss how the TIO resolves disputes out of the courtroom through conciliation and investigation and their work in identifying and resolving systemic problems. She will also discuss the regulatory and legislative prospects sitting on the horizon of an ever-changing telecommunications landscape. This includes the Digital Platforms Ombudsman, Statutory Infrastructure Providers regime, and the Consumer Data Right.