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TIO is introducing smart, modern complaint management system to launch 1 May

26 April 2012

Our current complaint management system is over ten years old and due to be replaced. We anticipate the new system will bring benefits for our Members and consumers through increased efficiency and greater reporting transparency.

The new system will be integrated with our telephone system and has been designed to support both a Member portal and consumer portal during future stages of its release.
This issue of MNews focuses on the impacts that the implementation of the system may have on our Members.

Closure of TIO phone queue and no escalation of cases – Monday, 30 April 2012

The cut-over to the new complaint management system will see the TIO close its telephone queue and its investigations area on Monday, 30 April 2012. On that day we will not be taking new complaints via our 1800 number, nor will we be escalating cases to conciliation or investigation.

How will this affect you?

  • On 30 April 2012 only:
    • You should receive no email notifications of referral at Level 1
    • No escalations of complaints will occur.
  • If you need to talk to us about any urgent matters on 30 April 2012, our 1800 queue will be closed. 
  • If you have contacts details for the TIO officer dealing with your case, you can ring their extension number. You may also call Member Communications on 03 8680 8424 or our Reception on 03 8600 8700. If a particular staff member you want to speak to is unavailable, we will redirect your call or organise a call back.

Please note that Members are welcome to email us as usual, however the TIO will action your email after 30 April 2012. For those Members with responses due on or around 30 April 2012, please treat it as if it is a public holiday in terms of your response due date – we will add an extra business day to response timeframes.

If you have any questions about the TIO’s closure on 30 April 2012, please contact Member Communications on 03 8680 8424 or members@tio.com.au.

New look email templates

The TIO’s new complaint management system will incorporate new look templates in HTML format.

Our standard referral email containing the details of a complaint referred to you at Level 1 will now carry the subject line [TIO Reference number] - Customer complaint to TIO. The format of the reference number will change to the following example: 2012/01/00001. That is, the year, the month and a number.

Emails sent from our system will originate from a new email address: response@tio.com.au. 

[Update - Friday 4 May: Emails from the TIO to Members will originate either from TIO.InvestigationsTeam@tio.com.au or from individual TIO Officers' email addresses.]

It is very important that you read the contact information on the email before responding to us.

Emails notifying of conciliations or investigations will continue to be emailed directly from the TIO Officers handling the complaint.

For further information, including a full list of the subject lines you can expect, you can contact Member Communications on 03 8680 8424 or members@tio.com.au.

New look Member Portal

The TIO’s Member portal is used by Members to access complaint data. By 1 May 2012, the TIO will release a new look portal to align it with the design of the TIO website.

Please note that the Member Portal functionality, usernames and the means of access will not change. Some reports will have slightly different field headings but will contain the same structure and data. You can contact Member Communications on 03 8680 8424 or members@tio.com.au if you need clarification about any report.

 

Details of further changes will follow in the May edition of M News, including the look and content of our invoices.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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