Contents

1. TIO invoice goes electronic
   
2. Closure project

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1. connect.resolve wrap-up
   
2. Comms Alliance launch pilot Assess, Comply, Deliver Tool
3. Comms Alliance invites you to take part in its Short Online Industry Survey

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Deirdre O'Donnell steps down
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1. Requirement to report to the Regulator on personal information disclosures
2. New mandatory Mobile Premium Services Code
3. SOCAP 19th Australian International Symposium
4. Member Satisfaction Survey
5. TIO’s expansion  to another office
6. Where to send Mass Service Disruption notices at the TIO

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Assistance to bushfire and flood affected customers
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Reminder re damage to infrastructure by Victorian bushfires: notification obligations under the Customer Service Guarantee Standard
PDF 23.39 / 2 pages

1. From the Ombudsman's Desk...
2. Introducing the End-to-End Process Review
3. ISP Engagement Update
4. The TIO’s 'Credit Management Suspension' correspondence

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1. The Ombudsman speaks about the connect.resolve campaign
2. Complaint Handling Tips
3. Charging Customers Complaint Handling Fees
4. Using Interpreter Services
5. TIO members with complaints against their providers
6. TIO Christmas hours

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1. Complaint Handling Tips
2. TIO Members are invited to register their Complaint Handling Procedures with the TIO, in accordance with the Telecommunications Consumer Protections (TCP) Code
3. Introducing the new TIO Position Statement: Disadvantaged and Vulnerable Consumers
4. The TIO adds another floor to accommodate new staff
5. New Member Communications Advisers
6. TIO Annual Report

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1. From the Ombudsman’s Desk – The Rev. Dr Christopher Newell
2. The ACMA registers an important new Consumer Protections Code and the TIO has changed its processes accordingly
3. Consultation with ISPs brings changes to TIO ADSL provisioning complaints
4. The TIO adds another floor to accommodate new staff

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1. From the Ombudsman’s Desk: Complaints Provide a Window on Systemic Problems
2. TIO and ACMA information sharing Important changes to TIO Suspension of Credit Management Procedure
3. The TIO assures its members that it has no association with Yellow Billing
4. How ready is your business to handle unwelcome or life-threatening call complaints?
5. Position Statement update - Information provided during a sales transaction

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1. From the Ombudsman’s desk: Complaints are a fact of life
2. Ombudsman receives Australia Day Honours
3. TIO to launch new Disability Action Plan
4. Effective complaint handling strategies - how good policy can achieve good results
5. Automatic Email Notification of Pending Level 2 Complaints to commence in February 2008

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1. IO Christmas Opening Hours
2. Annual Report Errata – a message from the Ombudsman
3. New Pending Level 2 Procedure set to benefit members
4. TIO releases new and updated Position Statements
5. Do you want your organisation to learn more about the TIO

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1. Introducing Deirdre O’Donnell
2. Assistance for VOIP service providers and consumers
3. Two New Codes registered: Customer Transfer and Calling Number Display

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1. TIO Complainant Response Time Frames to Change
2. Restrictions on Members Commencing Legal Proceedings
3. DCITA Broadband Connect Website
4. Member Communications Team Member

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1. Festive Season Opening Hours at the TIO
2. We are Moving
3. Unilateral Variation of Contract

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1. TIO begins handling MPSI complaints today
2. New Member Communications Manager
3. TIO to move premises

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1. Referral of Non-Compliant Members to ACMA – the TIO has a new procedure
2. New Position Statement published – Ombudsman concerned at the use of capped phone plans
3. New Member Communications Adviser
4. When a company closes its doors without notice

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1. Review of TIO Scheme
2. New Keywords for TIO Complaint

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1. Important Changes to TIO Procedures - Level 2 Complaints.
2. Amendments to TIO Constitution

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1. Premium SMS Complaints, Member feedback
2. A new ACIF Credit Management Code
3. A ppointment of new Member Communications Officer

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1. Member's Fee to increase
2. The fee increase will come into effect on 1 July 2006 for complaints in the 2006/07 financial year
3. Each quarter, for every Member, the TIO discounts the first four (4) Level 1 complaints and one (1) Level 2 complaint

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1. Member Visits
2. Frequently Asked Questions
3. Complaint Handling Training
4. Internal Dispute Resolution

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1. Premium SMS Complaints – Ombudsman writes to Mobile Service Providers
2. A reminder about Council Elections
3. Position Statement Update: Compensation Claims
4. More Changes in the Member Communications Team

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1. New in the TIO Member Communications Team
2. Changes to TIO Position Statements
3. Handy Tip about TIO Closure letters

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1. ACIF Code Breaches
2. TIO Talks 33

1. Feature article - New position statement on Hardship and Payment Difficulties
2. Complaints about premium-rate SMS services
3. Level 1 referrals and escalation to Level 2
4. Guide to minimising TIO complaint escalation
5. Case Study
6. Did you know?
7. TIO news
8. Position Statement Updates
9. TIO Keeps Prices Down
10. Recharging procedures
11. Staff changes

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1. Feature Article - ISPs and Code Compliance
2. Transfer of services
3. Pay TV update
4. Internet Dumping – the TIO’s new position statement
5. Industry News
6. Did you know?
7. TIO news

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1. Getting back to basics: The role of the TIO
2. TIO Jurisdiction and Pay TV Complaints
3. Code Reporting and the TIO
4. ADSL Complaints and Resellers
5. TIO Position Statement- Unlimited Credit/ Over commitment (Premium rate services)
6. Bundling and Code Compliance
7. Consumer Contracts Guideline
8. TIO Conference & 10th Anniversary Dinner
9. Reminders
10. TIO News

1. Minimising TIO Complaint Escalation - The Importance of Evidence
2. TIO Complaint Handling Fees Explained
3. 'Connect Outstanding’ and the Customer Service Guarantee (CSG)
4. TIO Position Statements
5. TIO Jurisdiction and Inter-Industry Matters
6. Unlimited Internet Plans and Acceptable Use Policies
7. Repeat Dial complaints
8. Member Communications Initiatives
9. TIO News
10. TIO launches its Disability Action Plan

1. The TIO’s Guide to Complaint Handling
2. Systemic Issues Procedure
3. How does the TIO make decisions?
4. Mobile Handset Jurisdiction
5. Internet news
6. Urgent Delay complaints
7. Reminders
8. TIO news