The TIO’s new complaint management system was launched this week. Overall the implementation was very successful, despite some high call volumes and minor delays following our planned closure on Monday 30 April 2012.
Thanks to testing with some of our Members before launching the system, and by keeping in touch with our largest members throughout the week, we managed to iron out most of the teething problems we discovered. We were also able to identify some minor issues which we would like to update you on.
On 24 April 2012 we advised Members to expect emails from a new email address, email@example.com. This was incorrect. Emails sent from the TIO will come from either TIO.InvestigationsTeam@tio.com.au or the individual TIO Officer’s email address. Thanks to our Members that identified this and we apologise for any inconvenience caused. If this has caused you any issues please don’t hesitate to contact us on 03 8680 8424.
Some Level 1 complaint notifications were delayed and have had to be re-sent. We have now contacted all of the Members affected and reset the timeframes for the referral to allow Members a full 10 business days to respond. We are also notifying the consumers involved to let them know about the extra time that may be required to resolve the matter.
Some Level 1 complaint notifications were sent out earlier this week via email without us specifying the referral method. You can assume that the email itself constitutes the referral. We understand that this is important information for some Members and are working on fixing this issue.
Our first week of working with the new system has been a busy one, and we would like to thank all of our Members for their assistance and patience as we settle in to our new improved ways of working.
Your feedback is most welcome on 03 8680 8424 or at firstname.lastname@example.org.