In March, the Ombudsman provided briefings to members in Brisbane, Gold Coast, Sydney, Melbourne, Adelaide and Perth. One hundred and forty-five representatives from 51 member organisations took the opportunity to be updated by Ombudsman Simon Cohen. Simon spoke to, and took questions from, members about:
improving the efficiency and timeliness of the TIO’s complaint handling procedures
implementing a conciliation model of informal resolution that has increased the satisfaction levels of consumers and members
improving communication and access to the TIO scheme for members through our new website and its member news section
engaging with members through account management and visits to the TIO and at member premises, and
future TIO initiatives.
the possibility of the TIO providing consumer calls to members for training purposes
remotely using conferencing technology when a member cannot make it to Melbourne to take us up on an offer to visit our office
providing case studies or examples of good practice by members after the TIO gets involved, as opposed to examples of poor practice that leads to protracted disputes
Since the briefings in March, the Ombudsman and our Member Communications team have followed up on many requests for further information and visits to member to speak to staff about alternative dispute resolution, conciliation and the TIO. Also, as a result of member’s suggestions, we are now reviewing our current audio visual and teleconferencing facilities.