Ms O’Donnell replaces the long serving John Pinnock, who was the Telecommunications Industry Ombudsman (TIO) for 12 years. She started in the role this week.
Ms O’Donnell has most recently served as the Western Australian Ombudsman, and is highly regarded in the telecommunications sector.
She has previously served as the Deputy Telecommunications Industry Ombudsman and has also held senior roles in industry regulation and the telecommunications industry.
Communications and Information Technology Minister Helen Coonan welcomed the appointment of Ms O’Donnell and acknowledged the significant contribution of Mr Pinnock.
“I am sure Ms O’Donnell’s experience and understanding of this dynamic sector, along with an ability to draw on different perspectives will serve her well,” Senator Coonan said.
“Mr Pinnock’s tenure as Ombudsman has been significant due to the growth in the size and complexity of the telecommunications industry. This has lead to greatly increased pressure on the position of Ombudsman,” she said.
“During this period of change Mr Pinnock has maintained a strong focus on investigating, resolving and determining consumer complaints with great dedication and commitment.”
The TIO is a free and independent dispute resolution scheme for small business and residential consumers with unresolved complaints regarding their telephone or internet services. The TIO has the authority to make decisions that are legally binding upon telecommunications companies.
Ms O’Donnell said that she was looking forward to the challenge of improving outcomes for telecommunications consumers while at the same time helping to increase the standard of complaint resolution within the industry.
“Telecommunications is one of our most dynamic industries and that rate of change brings significant challenges for providers and consumers alike,” Ms O’Donnell said.
“The TIO has proved that it has an important part to play in the relationship between consumers and the industry. I am looking forward to ensuring that the TIO maintains its high standard of professionalism.”
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