Closure
1.0 Enquiries and Level 1 Complaints
2.0 Conciliation and Investigation
3.0 Binding Decisions and Recommendations
The purpose of these Procedures is to:
- establish reasonable timeframes in order to resolve Complaints in a fair, just, economical, informal and expeditious manner
- enable Members to recommence standard procedure on an account or service, including appropriate credit management activity, if such actions have been suspended.
When the TIO is satisfied that a Complaint or Enquiry does not warrant further consideration, or when the TIO has exercised discretion not to investigate further, the TIO will close the Complaint or Enquiry.
When a Complaint has been closed but a consumer presents information that the TIO considers warrants further consideration, the TIO may choose to reopen the Complaint.
The TIO gives consumers a reasonable opportunity to consider the TIO’s decision before closing a Level 3 or Level 4 Complaint.
The TIO assesses any potential code breaches before closing Level 3 and Level 4 Complaints.
The TIO reports confirmed code breaches to the ACMA.
1.1
When the process of registering an Enquiry or a Complaint at Level 1 is complete and all relevant information has been included in the Record, the TIO Officer closes the Enquiry or Complaint.
1.2
When the consumer contacts the TIO about the same Enquiry or Level 1 Complaint, and the Enquiry or Complaint cannot be reclassified at a higher level, the TIO Officer will open the Enquiry or Complaint for the duration of the contact, then close it again once the Record has been updated.
1.3
The TIO Officer will not notify the Member of the closure of an Enquiry or Level 1 Complaint.
1.4
The closure of an Enquiry or a Level 1 Complaint is an administrative action and does not mean that the TIO considers that the matter has been resolved.
2.1
After conciliation at Level 2, when the consumer informs the TIO that he or she accepts the Member’s offer of resolution, the TIO Officer will confirm the resolution in writing and close the complaint.
2.2
The TIO Officer will notify the Member of the closure in writing by providing a copy of the letter to the consumer.
2.3
After investigation at Level 3 and Level 4, if the consumer does not present information that the TIO Officer considers warrants further investigation within 20 business days from the day the Response was sent, the TIO Officer will close the Complaint.
2.4
The TIO Officer will notify the Member of the closure in writing, and provide a copy of the Response.
2.5
At closure for Level 3 and Level 4 Complaints, the TIO Officer will assess and confirm if any code breaches of relevant industry codes will be recorded.
2.6
If the TIO Officer decides to record or not record a code breach, he or she will explain the reasons for the decision to the Member.
2.7
When a Complaint has been closed but a consumer presents information that the TIO considers warrants further consideration, the TIO may choose to reopen the Complaint.
3.1
When a TIO Release Form signed by the consumer has been provided to the Member, and the Member has complied with the binding decision or recommendation, the TIO Officer will close the Complaint.
3.2
At closure, the TIO Officer will notify the Member of the closure in writing. The TIO Officer will assess and confirm if any code breaches will be recorded, and he or she will explain the reasons for this decision.
3.3
When the TIO Release Form has not been received from the consumer within 15 business days, the TIO Officer may close the Complaint.
3.4
When the Complaint is closed because a Release Form has not been received, the written notification of closure will advise that the Release Form has not been received, and explain any implications this may have on the course of action outlined in the decision or recommendation.
Effective Date: 5 July, 2010
Updated on: 12 January, 2012
