Objectives and Principles
In exercising its functions and powers and in developing the TIO Complaint Handling Procedures, the TIO has regard to the benchmarks for industry based customer dispute resolution schemes – Accessibility, Independence, Fairness, Accountability, Efficiency and Effectiveness, as well as:
good industry practice, and
what is fair and reasonable in all the circumstances.
The TIO Complaint Handling Procedures set out the main procedures used by the TIO when receiving, classifying, handling, investigating and resolving matters that are brought to the TIO by consumers. These Procedures are indicative of the general way in which the TIO receives and handles matters.
The TIO may depart from these Procedures from time to time in the circumstances of an individual matter, to ensure that the TIO provides fair, just, economical, informal and expeditious resolution of that matter. On a case by case basis the TIO seeks to ensure that:
procedures are fair and accessible to all parties to a dispute, and
the parties are able to fully present their perspectives and to produce documentation or evidence if this is relevant to the fair and reasonable resolution of the dispute.
The TIO is flexible in its approach to matters, is not bound by its previous decisions, and will consider each matter brought to it on its own particular merits.
The TIO Complaint Handling Procedures are to be read in conjunction with the TIO Constitution. These Procedures are presented as stand-alone documents for ease of reference, but are intended to be read as a whole.
These Procedures contain the following sections:
The TIO Complaint Handling Procedures will be updated from time to time.
Effective Date: 5 July, 2010
Updated on: 1 December, 2012
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TTY1800 675 692
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- Fax our consumer complaint form to 1800 630 614