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Improvements to invoices

22 May 2012

As part of the TIO’s continued commitment to provide improved billing information to members, we have made some minor updates to your monthly invoice. The updates provide members with a greater level of visibility around  billing charges. The updates are as follows;

  • Land Access complaints now sit below Level 4 complaints in the ‘Actual volume related fees’ section, on page 2 of the invoice.

  • Charges for systemic investigations will also now appear in the ‘Actual volume related fees’ section, on page 2 of the invoice (view information about systemic investigations on our website).

  • Credits from previous billing periods have been split into volume fee & operating fee per complaint, on page 2 of the invoice. This will show a clearer picture of how the cost of complaints changes over time.

More details will be provided on the above changes with your upcoming June 2012 invoice.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614