From today, you will be able to access three free online resources about best practice complaint handling and the role of the TIO.
The three modules are free, easy to access and can be used repeatedly as a reference by your staff.
Using the resources can help you understand what to do when you receive a TIO complaint and what your obligations are as a telecommunications provider.
Introduction to the TIO
General information about the TIO that will be helpful for new members to the scheme and new staff at all other providers.
TIO Complaint Handling Procedures
How to understand and handle a TIO complaint from referral through investigation, with direction on how and when to respond, and how to request a reclassification.
Best Practice Complaint Handling
Advice and strategies to help you best deal with customer complaints.
How to access the modules
To use the modules, you will need to register. The TIO has sent an email with a unique registration link to each of our members. If you have any difficulties accessing the registration link, please contact the TIO’s Industry Engagement team via email or phone on 03 8680 8424.