Policies & Procedures

..see also

The TIO has documented its Policies and Procedures relating to the functions and operations of the TIO.

The TIO’s Member Communications Team can answer questions about any of the TIO’s processes. Please contact Kalma Rathouski, Member Communications Adviser

Below is a list of member related policies.

•Bill the Biller policy
In almost all circumstances the TIO will log a complaint against the company who was actually billing the complainant at the time of the circumstances leading to the complaint.

•Complaint Escalation Guidelines
Unresolved complaints may be escalated (or 'upgraded') to a higher level (Level 2, 3 or 4) in accordance with the Complaint Escalation Guidelines.

•Enquiry and Complaint Classification
When a complaint is first brought to the TIO, an Investigation or Enquiry Officer assesses the complaint in order to determine how it should be classified.

•How the TIO makes decisions
As an ADR body, the TIO is guided by the benchmarks for Industry-Based Customer Dispute Resolution Schemes. This means that the TIO works towards early resolution of complaints by consensus.

•Legal representation
Parties are entitled, but not required to obtain, legal representation. Where complainants do obtain legal representation, the TIO will deal directly with the legal representative where that is the complainant's preference.

•Obligation to supply documentation to the TIO
The TIO's Constitution [Clause 5.1(c)] states that a member is obliged, within 28 days after receiving notification of an investigation by the Ombudsman, to provide to the Ombudsman all documentation relevant to the complaint.

•Protection of personal information
The TIO ensures that it operates in accordance with the National Privacy Principles contained in the Privacy Amendment (Private Sector) Act 2000, as well as Part 13 of the Telecommunications Act 1997, and the Australian Communications Industry Forum's code on customers' personal information.

•Suspension of credit management during TIO referrals
The TIO may approach a member on an informal basis to request suspension of credit management while the member considers a complaint referred by the TIO.

•Suspension of credit management during TIO investigations
Suspension of credit management during TIO investigations The TIO will ask a member to suspend credit action on any and all disputed amounts while the TIO is formally investigating a complaint.

•Suspension of legal action

•Systemic issues procedure
A 'systemic issue' is an issue that affects, or may affect, a class of customer and one that the TIO decides would be better handled within the context of the systemic complaints procedure rather than in accordance with the normal TIO Complaint Classification and Escalation Guidelines. (PDF 35KB 4pgs)

•TIO jurisdiction
Clause 3.1 of the TIO's Constitution specifies that the function of the Ombudsman is to receive, investigate and facilitate the resolution of complaints.

•Urgent delay complaint procedure
The TIO asks members to try to resolve all 'urgent delay' complaints within 48 hours. If necessary, the TIO will provide the member concerned with contact details for the losing service provider to assist in the speedy resolution of a complaint.