Position Description

Position: Investigations Officer
Functional area: Core Business
Reporting to: Investigations Team Manager
Working relationships: Investigations Managers, Enquiry Officers, Legal Investigations Officers, Senior Investigations Officers, Members Communications Advisers

1. Organisation Overview

The Telecommunications Industry Ombudsman Ltd (TIO) was established in 1993. The TIO is a dispute resolution scheme for residential and small business customers of telephone and internet service providers (ISPs).

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 case with the carrier/service provider 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. The scheme is committed to the principles of accessibility, independence, fairness, accountability, efficiency and effectiveness (as set out in the Benchmarks for Industry-Based Customer Dispute Resolution Schemes).

2. Position Overview

Investigations 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 two 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 Investigations 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, Investigations 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 (Codes) and what is fair and reasonable given the individual circumstances of each case.  

3. Key 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
• 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 Investigations 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
• Acquire and maintain information relevant to assigned specialty area
• Participate in professional development activities to meet identified development goals and achieve personal growth

Occupational Health and Safety

• Comply with all legislative requirements in respect to the Occupational Health and Safety. Including understanding the responsibilities and accountabilities you have towards to yourself and others in accordance with the legislation, TIO policies and procedures and in promoting a working environment consistent with these laws and guidelines.

4. Person Specification/Key Selection Criteria

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

5. Confidentiality

Investigations 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.

6. Equal Opportunity

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

7. Conditions of employment

Hours of duty	A minimum of 37.5 hours per week, between the hours of 8.30am and 5.30pm. * Additional hours may be required on some occasions in order to handle heavy workloads * Part-time hours may be negotiated where the requirements of the role and the business needs can still be met.
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 (pro-rata)
Personal leave	10 days per annum (pro-rata)

Last updated: 4 November 2009