The Telecommunications Industry Ombudsman is expanding its Vision and Roles beyond dispute resolution, to deal more effectively with systemic issues. Through this new focus – reported in the June edition of TIO Talks, released today – the TIO aims to contribute to better customer service and complaint handling within the telecommunications industry.
The changes complement the TIO’s commitment to deliver exceptional dispute resolution services to consumers and service providers. In the most recent survey of TIO services, 97 per cent of consumers said they were satisfied with the new approach to conciliation, a process where the TIO facilitates a resolution between consumers and service providers.
Other topics covered in TIO Talks include:
- The TIO received 52,231 new complaints between January and March 2012. Almost two-thirds were about mobile phone services.
- A scam targeting small businesses where hackers fraudulently profit from selling international calls using the business’s phone system.