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Member case study

14 May 2013

The TIO often sees examples of good industry practice from its members with respect to complaint handling processes.

The case study below was provided by a TIO member that has advised the introduction of a First Call Resolution Process has resulted in a decrease in complaints:

First Call Resolution Process

Whenever a representative takes a call, they leave a unique footprint in each account. Regardless of whether they leave notes or not, their footprint is still detected. The system we have in place picks up whether the customer calls back within a three day period and flags it in a daily report. We then have representatives assigned to investigate the cause for repeated calls into the centre. This also extends to calling these customers if we can see that the issues remain unresolved.

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