Position Description

Position: Investigation Officer
Reporting to: Investigation Manager

1. Background

The Telecommunications Industry Ombudsman Ltd (TIO) was established in 1993 to investigate and determine complaints from residential and small business customers about matters relating to service, billing and the manner of charging for telecommunications & Internet services.

The mission statement of the TIO is to provide 'free, independent, just, informal, speedy resolution of complaints.' The TIO is an office of "last resort" and complainants are required to take up their complaint with the carrier/service provider concerned, before the TIO may become involved.

Under the Telecommunications (Consumer Protection and Service Standards) Act 1999, all eligible carriage service providers, including Internet Service Providers (ISPs), are required to be members of the TIO.

The TIO is a company limited by guarantee and is independent of government and telecommunications carriers and service providers.

2. The Role

Investigation Officers (IOs) handle consumer enquiries and complaints concerning telecommunications & Internet problems. These are received by telephone, online, in writing, and in person. The vast majority of complaints are initially received by telephone and applicants must be experienced in dealing with customers over the phone and preferably have had some experience in a busy call centre environment. Up to 2 hours per day may be spent taking complaints over the telephone

Independence is one of the hallmarks of an Ombudsman’s Office and it is vital that Investigation Officers provide initial advice to consumers and Members without prejudging cases. Advice should include the types of evidence that could be gathered to support a case.

While the TIO initially uses alternative dispute resolution techniques to assist in the resolution of complaints, if this does not achieve a fair and reasonable outcome, Investigation Officers must be capable of making decisions. Applicants must have extremely well developed analytical abilities in order to identify pertinent issues and gather and weigh up evidence necessary to make judgements. Reasons for decisions must always be clearly explained and based on the information and evidence available in any one case.

IOs must be confident that the decisions they make are in accordance with relevant law, good industry practice (ACIF Codes) and what is fair and reasonable given the individual circumstances of each case.

IOs will investigate complaints, prepare complex correspondence and work with senior staff to prepare complaint summaries and determinations.

Each IO is assigned an area of specialty (for instance mobile telephones, privacy or credit management). IOs are required to regularly update the TIO’s knowledge base and train staff on new developments in their area of specialty. Updates should include current information stemming from legislative changes and Industry based codes.

The TIO has a 4-tier complaint resolution process, classifying complaints from Level 1 to 4. Further details are outlined here.

3. Responsibilities

The successful applicant will be required to perform the following tasks:

Complaint Management

• Determine whether complaints are within the jurisdiction of the TIO
• Provide verbal non-judgemental advice to complainants and members about how to go about resolving their complaints without formal TIO intervention
• Identify and gather evidence necessary to formally investigate a complaint
• Prepare complex correspondence to complainants, member organisations and other agencies, e.g. Australian Communications & Media Authority, Australian Competition and Consumer Commission, etc
• Analyse evidence presented by both parties and decide whether a proposed outcome is in accordance with the law, good industry practice, and what is fair and reasonable given all the circumstances of the complaint
• Keep complainants and members up to date with the progress of individual investigations
• Communicate decisions about a complaint outcome in writing in a manner that is clear, concise, logical, independent and supported by evidence
• Enter full details of the customer contact, advice provided and subsequent actions into the TIO complaint management system
• Prepare timely, legible, and clear file notes on hard files
• Ensure complaints are actioned and closed within set timeframes
• Undertake investigations under the direction of the Investigation Manager, the Deputy Ombudsman and/or the Ombudsman including the preparation of complaint summaries and the drafting of determinations for Level 4 complaints

Team & Personal Development

• Participate in regular (twice weekly) team meetings and training workshops
• Assist with the induction and training of new staff
• Provide support and guidance to other team members as required
• Participate in special task workgroups
• Be prepared to attend seminars/meetings outside of work hours in order to increase knowledge in area of speciality
• Acquire and maintain information relevant to assigned specialty area
• Draft reports for inclusion in the Annual Report, newspaper articles and other publications as requested
• Participate in professional development activities to meet identified development goals and achieve personal growth

4. Knowledge/Skills

The successful candidate will be able to demonstrate the following skills:

4.1 Communication skills

• Excellent written and oral communications skills
• Ability to communicate complex technical information to non-professionals
• Ability to handle challenging questions and difficult customers
• Ability to establish a rapport with member organisations and complainants

4.2 Dispute resolution skills

• Knowledge of alternative dispute resolution principles and methods
• Understanding of and commitment to the concept of independence
• Empathy towards complainants and other parties involved in disputes

4.3 Analytical & decision making skills

• Demonstrated ability to analyse information and identify pertinent issues
• Ability to gather and weigh up evidence
• Sound decision making skills

4.4 Time management skills

• Ability to handle large volumes of cases (up to 50 at any one time) and prioritise work according to conflicting demands
• Ability to meet tight deadlines
• Ability to meet established call taking and case handling benchmarks

4.5 Administrative skills

• Ability to follow detailed record making/keeping and filing procedures

4.6 Computer skills

• PC literacy including the effective use of the following applications: MS Word, email, Internet and an intranet system.

Qualifications/experience

Mandatory

• Highly developed analytical and investigative skills
• Sound decision making skills
• Excellent written and verbal communication skills
• A high degree of independence, maturity and initiative
• An understanding of the concept of independence
• Experience in handling call-based and written complaints in a dynamic work environment
• An understanding of the importance of filing and record keeping

Highly desirable

• Dispute resolution experience
• Telecommunications industry experience
• Tertiary degree or equivalent qualification.

6. Equal Opportunity

The office of the TIO is an equal opportunity employer and promotes a harassment free work place.

7. Confidentiality

Investigation Officers are bound by strict confidentiality requirements and must ensure that the confidentiality and privacy of the individual consumer is respected and maintained at all times. Any breach of confidentiality may result in dismissal.

8. Conditions of employment

Hours of duty	* 37.5 hours per week, rostered between the hours of 8.30am and 5.30pm. * Additional hours may be required on some occasions in order to handle heavy workloads
Public holidays	The TIO is open on Labour Day and Melbourne Cup Day and IOs are required to work on these days.
Annual leave	28 days per annum
Personal leave	10 days per annum
Probationary period	6 months
Salary	$61,800 plus superannuation at the statutory rate. This salary is subject to annual performance-based adjustments.

Last updated: 5 June 2008