Introduction of Monthly billing

The TIO’s invoicing will soon change

As part of this ongoing commitment to improving our billing and in a bid to increase certainty for Members in budgetary planning, the TIO’s Board last December approved a move from quarterly billing in advance to monthly billing in arrears. Most members will receive their first monthly bill in August 2010 but a transitional bill will be issued in July which will reconcile the amounts invoiced in April (for the period April to June) against actual complaints recorded for the same period.

The TIO Management, Board and Council have reviewed the free number of complaints applied and have decided that from 1 July there will be 1 free Level 1 complaint awarded per month and up to four free Level 2 complaints awarded per financial year for all members.

If you have any questions, please email members@tio.com.au or call 03 8684 8424

ISP group

One of the recommendations of the TIO’s End-to-End process review – which looked at all the TIO’s core operational processes – was for a workgroup to deal exclusively with internet- related complaints.

This specialist group, comprising Enquiry and Investigation Officers, would manage these complaints from Enquiry and Level 1 through to
Level 3. 

The aim is to:

• Improve ISP/Internet knowledge at the TIO
• Ensure more efficient and effective handling of ISP related complaints, and
• Build better relationships between the TIO and ISP Members.

Training of the workgroup staff has been completed and a six-month operational trial has begun.
After it ends in October, the TIO will evaluate the results; the evaluation will include a survey of some ISP Members.

We will advise members of the outcome in December.

L2 resolution process

In December, the TIO informed members about a series of projects we were undertaking to improve our operations, processes and interaction with members and the public.

One of these projects was examining possible improvements to the Level 2 resolution process. After obtaining feedback from the 10 members with the highest number of transactions with the TIO, we have concluded:

• The process should be less formal
• There should be greater emphasis on telephone conversations
• Further opportunities to resolve the complaint within the 21 day period need to be explored, and
• The TIO and members need to understand each others’ perspective within the 21 day timeframe

The TIO will trial any changes to the current process and will communicate them to members prior to implementation.

If you have any questions please call the TIO's Member Communications Team on 03 8680 8424.