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The public ombudsman plays an irreplaceable role as an important redress mechanism for individual grievances and as a “watch dog” to administrative justice. By analysing the Telecommunications Industry Ombudsman (TIO) as a case study, this article seeks to examine the nature of the private sector ombudsmen and its changing position in relation to administrative justice. This article argues that the current TIO scheme presents an inappropriate and unreliable situation where the private sector ombudsmen may provide differing rights and remedies from those available in the Courts. An authoritative and standardised quality control assurance mechanism should be established to ensure that consumer complaints are effectively received and fairly handled.
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