The TIO’s Member Communications team has observed recent instances where providers have not responded to TIO complaints at Level 2 or above, as per their membership requirement. The member company has advised the TIO upon query of these circumstances, that it was unaware that it was required to do this once the complaint was resolved directly with the consumer.
While the TIO encourages members to resolve complaints and liaise directly with the consumer at any point of the TIO’s involvement in the complaint, it is a requirement of TIO membership that the TIO receives a response to a complaint classified as Level 2, 3 or 4.
This enables the TIO to have confirmation of the complaint resolution for conciliated complaints. It also, where necessary, allows the TIO to assess a service provider’s compliance with telecommunications regulation and Codes of Practice. This includes where the is required to assess any breach of the Telecommunications Consumer Protections Code and other Operational Codes (for example, in complaints classified at Level 3 and 4).
If you are unsure of how to respond to a TIO complaint, please contact the TIO Officer handling the complaint. Their direct phone number should be listed on the complaint letter. Alternatively, members can contact a Member Communications Adviser on 03 8680 8424.
Members should note that they are not required to respond to Level 1 complaint classifications