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Member Online Education available today

14 December 2015

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.

The modules

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. 

Screenshot from MOE module 1 

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.

Screenshot from MOE module 2

Best Practice Complaint Handling

Advice and strategies to help you best deal with customer complaints.

Screenshot from MOE module 3 

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.

More information

You can find more information on our website’s Member Online Education page and Frequently Asked Questions.



Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

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