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   Members Home | Existing Members | Member Publications | M News

M News

Past issues of the TIO's email newsletter to its Members
Date Issue number

Contents
2010    
30 Aug 2010 Issue 46 Ombudsman's Message; TIO Complaint Handling Notes;Revised Complaint Handling Procedures;Request for Comments - Level 2 Closure Notifications
27 July 2010 Issue 45 Get ready for Monthly Billing; Keeping Your Contact Details Up To Date
6 July 2010 Issue 44 MPS Barring Determination; Unfair Contract Terms; Keywords Review; Revised Complaint Handling
18 June 2010 Issue 43 Monthly billing update: Members to receive TIO Transition Invoice in July
10 May 2010 Issue 42

Introduction of monthly billing
PDF 26KB / 2 pages

27 Apr 2010 Issue 41 Appointment of new Telecommunications Industry Ombudsman
PDF 15KB / 1 page
21 Apr 2010 Issue 40

TIO General Meeting 19 May 2010
PDF 15 KB / 1 page
24 Mar 2010 Issue 39 TIO Projects Update
PDF 20KB / 2 pages
11 Mar 2010 Issue 38

Monetary limits message to TIO members
PDF 19KB / 2 pages
8 Feb 2010 Issue 37 TIO website
PDF 14KB / 1 page
25 Jan 2010 Issue 36

Message from Chairman of the Board and Chair of Council to members of the TIO scheme
PDF 14KB / 1 page

18 Jan 2010 Issue 35 Trialing Level 1 Process
PDF 15KB / 1 page
2009    
23 Dec 2009 Issue 34 Automated Level 2 Notification
PDF 15KB / 1 page
16 Dec 2009 Issue 33

TIO Projects 2010
PDF 21KB / 2 pages

30 Oct 2009 Issue 32

Pending Level 2 Notification - Update
PDF 18KB / 1 page

23 Oct 2009 Issue 31

Urgent Notifications
PDF 30KB / 1 page
23 Oct 2009 Special Issue Launch of 2009 TIO Annual Report
PDF 23.82 / 1 page
14 Oct 2009 Special issue
  1. TIO invoice goes electronic
  2. Closure project

View web version of newsletter
PDF 29.33KB / 2 pages
28 Sept 2009 Issue 30
  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

View web version of newsletter
PDF 17.71KB / 2 pages
18 Sept 2009 Special issue

Deirdre O'Donnell steps down
PDF 20.58KB / 1 page
8 Jul 2009 Issue 29
  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

View web version of newsletter
PDF 26.88KB / 3 pages
20 April 2009 Special issue

Assistance to bushfire and flood affected customers
PDF 15.39KB / 1 page
13 Mar 2009 Special issue Process review survey for TIO Members now online
PDF 23.08KB / 2 pages
26 Feb 2009 Special issue Customers experiencing difficulty in paying their telephone or internet account
PDF 20.49 / 2 pages
17 Feb 2009 Special issue

Reminder re damage to infrastructure by Victorian bushfires: notification obligations under the Customer Service Guarantee Standard
PDF 23.39 / 2 pages
10 Feb 2009 Issue 28
  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

View web version of newsletter
PDF 36.08KB / 3 pages
2008    
12 Dec 2008 Issue 27
  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

View full web version of newsletter
PDF 98.06 / 5 pages

14 Oct 2008 Issue 26
  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

Download complete newsletter

26 June 2008 Issue 25
  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 complete newsletter
27 Apr 2008 Issue 24
  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 complete newsletter
8 Feb 2008 Issue 23
  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 complete newsletter
2007    
5 Dec 2007 Issue 22
  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
14 Sept 2007 Issue 21
  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 complete newsletter
20 July 2007 Special Issue Changes to the Level 2 procedure
10 May 2007 Special Issue TIO Complainant Response Time Frames to Change

Download complete newsletter
13 Apr 2007 Issue 20
  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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2006    
20 Dec 2006 Issue 19
  1. Festive Season Opening Hours at the TIO
  2. We are Moving
  3. Unilateral Variation of Contract

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1 Dec 2006 Issue 18
  1. TIO begins handling MPSI complaints today
  2. New Member Communications Manager
  3. TIO to move premises

Download complete newsletter

16 Oct 2006 Issue 17
  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 complete newsletter

21 Jul 2006 Issue 16
  1. Review of TIO Scheme
  2. New Keywords for TIO Complaint

Download complete newsletter

21 Jun 2006 Issue 15
  1. Important Changes to TIO Procedures - Level 2 Complaints.
  2. Amendments to TIO Constitution

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1 Jun 2006 Issue 14
  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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4 Apr 2006 Issue 13
  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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13 Feb 2006 Issue 12
  1. Member Visits
  2. Frequently Asked Questions
  3. Complaint Handling Training
  4. Internal Dispute Resolution

Web version
Download newsletter
2005    
28 Sept 2005 Issue 11
  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

Web version
PDF format 46KB/2pgs
23 Aug 2005 Issue 10
  1. New in the TIO Member Communications Team
  2. Changes to TIO Position Statements
  3. Handy Tip about TIO Closure letters

Download web version
28 Jun 2005 Issue 9 New TIO Policy - Members to receive one free Level 2 complaint per quarter
26 May 2005 Issue 8 Changes to TIO Member Communications Team
22 Apr 2005 Issue 7
  1. ACIF Code Breaches
  2. TIO Talks 33
8 Feb 2005 Issue 6 Broadband Position Statements
2004    
July 2004 Issue 5
  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

Download complete newsletter (PDF format 303KB/12pgs)
March 2004 Issue 4
  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 complete newsletter (PDF format 154KB/10pgs)
2003    
October 2003 Issue 3
  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
April 2003 Issue 2
  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
Jan 2003 Issue 1
  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



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