The TIO recently posted updated Complaint Handling Procedures concerning its handling of Members’ requests for reclassification of complaints.  The procedure can be found at: Reclassification Requests - TIO. The key changes are:

• the request and the reasons for the request need to be made in writing, by letter or email. We will try to respond to you with our decision within 2 business days. In some cases, for example, when the matter is complex, we may advise you that we need more time, for example when we need to seek more information before we can reach a decision.

• If you are dissatisfied with our decision, you may submit the matter for review and an independent team of senior TIO Officers will reconsider the matter and the classification.

We ask that you familiarise yourself with the procedure, and make sure that any credit management suspension that we have requested continues when a matter is open at conciliation or investigation. If you have any questions, please contact us at members@tio.com.au or 03 8680 8424.