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Patricia Faulkner AO - BA, Dip Ed., MBA, FIPAA - Company Director
Independent Chair

Patricia Faulkner

Patricia is Chair of the following bodies: National Health Performance Authority, Superpartners, Jesuit Social Services and Deputy Chair of St Vincent's Healthcare Australia. Patricia is a member of the Commonwealth Grants Commission, the National Australia Bank's Social Responsibility Advisory Committee, the Board of CEDA and the Melbourne Racing Club Committee.


Teresa Corbin - BA - CEO, Australian Communications Consumer Action Network
Director with consumer experience

Teresa Corbin

Teresa Corbin is Chief Executive Officer of the Australian Communications Consumer Action Network (ACCAN), a peak consumer body for the telecommunications industry. Teresa led the project to establish ACCAN, which began operating on 1 July 2009. Through her work in the community sector, in policy and management positions, she has built strong links with consumer groups at a regional, national and international level. Teresa joined the TIO Council in July 2010.

Chris Dodds
- Senior Policy Officer, Energy and Water Ombudsman NSW
Director with consumer experience

Chris Dodds

Chris represents the Australian Council of Social Service (ACOSS) on Telstra's Low Income Measures Assessment Committee (LIMAC), in the position of chair. He is a past president of the Council of Social Service of NSW (NCOSS). He has been involved in community services for over 35 years and in telecommunications issues for over 13 years, including as a member of TIO Council commencing in August 2008.

Michael Elsegood - B Eng (Hons), MBA - Manager, Regulatory and Compliance, Optus
Director with industry experience

Michael Elsegood

Michael is Manager for Regulatory Compliance and Safeguards at Optus. He has extensive experience in the Australian telecommunications industry, having worked with regulators and carriers in a variety of planning, policy and compliance roles. Michael became a director of TIO Limited in 2006.

Iain Falshaw - BA (Hons), GAICD - Managing Director, ACN Pacific
Director with industry experience

Iain Falshaw

Iain Falshaw has been Managing Director of ACN Pacific since January 2008, and a Director since the company's inception in 2004. He has over 23 years of experience in the telecommunication industry in a number of international markets including Australia, New Zealand, UK, USA, Malaysia and Singapore. During that time, he has held a number of senior financial and commercial management roles. He was first elected to the Board of TIO Limited in December 2012. Iain is also a director of the Direct Selling Association of Australia.

Dr Paul Harrison - PhD, GAICD, MAM - Senior Lecturer, Deakin University
Director with consumer experience

Paul Harrison

Dr Paul Harrison is a senior lecturer and chair of the consumer behaviour and advertising program at Deakin University's Graduate School of Business. Dr Harrison is also the head of the Ethics and Social Engagement research cluster at the Centre for Sustainable and Responsible Organisations. Paul was appointed to TIO Council in July 2010. He is involved on a number of boards and committees, including being a past chair, current board, and audit and risk committee member of the Asylum Seeker Resource Centre, and director of consumer behaviour research consultancy, tribalinsight.

Jane Harvey - BCom, MBA, FCA, FAICD - Company Director
Independent Director with commercial governance experience

Jane Harvey

Jane's directorships include IOOF Holdings Ltd, Colonial Foundation Trust, DUET Finance Limited and Orygen Youth Health Research Centre. She is a Victorian Council member of the Australian Institute of Company Directors. Jane was first appointed a director of TIO Limited in 2003.

Brad Kitschke
- BA - Head of Public Policy, Vodafone Hutchison Australia
Director with industry experience

Brad Kitschke

Brad is the Head of Public Policy at Vodafone Hutchison Australia (VHA). Brad is responsible for Government relations and stakeholder management. He works with consumer stakeholders and VHA's industry partners on consumer policy issues and  acts as VHA's liaison with consumer advocates such as  ACCAN, ensuring effective relationships and dialogue are maintained and the concerns of consumer advocates have a voice with VHA. Brad was previously VHA's representative on TIO Council, appointed in November 2012.

Catriona Lowe - LLB - Company Director
Director with consumer experience

Catriona Lowe

Catriona is the current Treasurer of the Consumers' Federation of Australia and a member of the board of the Financial Ombudsman Service. She is also Co-Chair of the ACCC's Consumer Consultative Committee. She has more than 15 years litigation experience across the private and NGO sectors and has provided advice to senior stakeholders including State and Federal government departments and authorities. Catriona became a member of the TIO Council in July 2012.

Jules Scarlett - BA LLB (Hons) - Director - Commercial Operations, Telstra Wholesale
Director with industry experience

Jules Scarlett

Jules is Director – Commercial Operations at Telstra Wholesale. Jules has worked for Telstra for over 14 years and first joined the Board of TIO Ltd in November 2009.

Philippa Smith AM - BEc, GAICD - Company Director
Independent Director with not-for-profit governance experience

Philippa Smith

Philippa has broad ranging board, CEO and chair experience. Philippa currently chairs Food Standards Australia New Zealand (FSANZ), is a director of First State Super, and is a member of the NSW Civil and Administrative Tribunal (NCAT). Philippa's former positions include the statutory role of Commonwealth Ombudsman (including Defence Force Ombudsman, Tax Ombudsman, ACT Ombudsman), Manager of the Australian Consumers Association, and CEO of the Association of Superfunds of Australia (ASFA). Philippa is a graduate of the Australian Institute of Company Directors

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • VisitLevel 3, 595 Collins Street
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614