The TIO has historically provided the consumer’s preferred contact details in the Level 1 email notification to members. In response to feedback from members the TIO also will record an additional contact number, if one is provided by the consumer. The details will be recorded in the Level 1 complaint handling notes from 1 November 2011. This change should benefit both members and consumers in that it will increase the opportunity for the member to contact its customer to resolve the complaint.
Queries about the contact details provided can be directed to the TIO Officer responsible for the complaint.