You may have noticed that the TIO is moving away from using the terms Level 1, Level 2, Level 3 and Level 4 to describe its complaint handling procedures. We now use the terms ‘Referral’, ‘Conciliation’, ‘Investigation’, and ‘Determination’ that accurately describe the dispute resolution path for complaints at the TIO.

We ask our members to bear this language in mind when dealing with consumers/customers who have made a complaint to the TIO.

The TIO’s Member Communications area continues to meet with members, providing training on the new conciliation process. If members would like to have a Member Communications Adviser visit to discuss this process or to provide formal training, please contact the Member Communications Team on 03 8680 8424.