M News

Member Newsletter

Issue 25, 26 June 2008

Content

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
   
   Download the complete newsletter

Issue 24, 22 April 2008

Contents

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
   
   Download the complete newsletter

Issue 23, 08 February 2008

Contents

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
   
   Download the complete newsletter

Issue 22, 05 December 2007

Contents

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
   
   Download the complete newsletter

Issue 21, 14 September 2007

Contents

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

Special Issue, 10 May 2007

Contents

1. TIO Complainant Response Time Frames to Change
   
   Download the complete newsletter

Issue 20, 13 April 2007

Contents

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

   Download the complete newsletter

Issue 19, 20 December 2006

Contents

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

   Download the complete newsletter

Issue 18, 01 December 2006

Contents

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

   Download the complete newsletter

Issue 17, 16 October 2006

Contents

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

   Download the complete newsletter

Issue 16, 21 July 2006

Contents

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

   Download the complete newsletter

Issue 15, 21 June 2006

Contents

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

Download the complete newsletter

Issue 14, 01 June 2006

Contents

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

Download the complete newsletter

Issue 13, 04 April 2006

Contents

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

Download the complete newsletter

Issue 12, 13 February 2006

Contents

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

Download the complete newsletter

Issue 11, 28 September 2005

Contents

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

Download the complete newsletter (PDF format 46KB/2pgs)


Issue 10, 23 August 2005

Contents

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

Issue 9, 28 June 2005

1. New TIO Policy - Members to receive one free Level 2 complaint per quarter

Issue 8, 26 May 2005

1. Changes to TIO Member Communications Tea

Issue 7, 22 April 2005

1. ACIF Code Breaches
2. TIO Talks 33

Issue 6, 8 February 2005

1. Broadband Position Statements

Issue 5, July 2004

Contents

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

Issue 4, March 2004

Contents

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

Download the complete newsletter (PDF format 154KB/10pgs)

Issue 3, 24 October 2003

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

Issue 2 - April 2003

Contents

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
    
    
    Issue 1 - Jan 2003

Contents

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