TIO annual report 2007/08

How we operate - Ombudsman's overview

The story in this year’s TIO Annual Report is consistent with past years in that the figures reflect a continuing growth in demand for the TIO’s services. In the dynamic telecommunications sector, the role of the TIO as a redress mechanism for consumers remains vital.

By the end of 2007/08, an average of 5000 people a week were seeking the TIO’s assistance in resolving their complaint with their telephone, mobile or internet service provider. Most of these consumers contacted us by phone, but we are seeing a steady increase in the number using our website.

Our top priority is to be accessible and responsive to these consumers; to provide the best dispute resolution service we can, while at the same time assisting our scheme members to resolve complaints fairly and efficiently. While our vision is to provide leadership and excellence in dispute resolution, how well we fulfil our mission in the face of the challenges posed by growth in demand has been a key focus over the past year, and remains a major priority for the year ahead.

Thanks to the collaborative work done by the TIO’s Council, Board and staff in articulating four strategic goals and developing ways to measure our success against these, we now have a clear and powerful framework to guide all aspects of our operations (See Our strategic goals).

Our first goal, to remain relevant, means that, as an independent ombudsman scheme, we remain connected with and open to the people we are helping and the industry itself. By being committed to remaining relevant, we show we are committed to learning about the needs of the people who contact us and the members we deal with, so that we can serve them better.

Our second goal, to assist stakeholders, represents the proactive side of the work of the TIO. Traditionally, ombudsmen receive and investigate complaints, which is essentially reactive. However, in order to drive better complaint handling among members, and to more efficiently and effectively identify and respond to systemic issues, the TIO is committed to taking a more proactive approach.

The key word here is “assist”. We will assist members resolve complaints, which should lead to better outcomes for consumers and for the TIO as an office of last resort. This goal also encompasses our commitment to the principle of accessibility.

Our third goal, to provide an efficient and effective complaint handling service, is about the TIO’s core business. It embodies our commitment to the benchmarks of independence, accessibility, efficiency, effectiveness, accountability and fairness, and to offering the best possible service we can to every consumer who rings or writes to us and every member we deal with in the course of a referral or an investigation.

The fourth goal, to be a successful organisation, focuses on making sure we are a strong organisation with quality systems and processes to support every member of staff to deliver against these goals.

In the year ahead, these goals will inform and guide our actions and our engagement with consumers and the industry.

I would like to take this opportunity to thank the staff and management of the TIO for their dedication and professionalism, and to acknowledge their enthusiasm in rising to the challenges our environment presents. I look forward to being able to report against our achievements under these goals in next year’s report.

Deirdre O’Donnell
Ombudsman

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