Systemic investigations
Most of the complaints we receive are dealt with on a case-by-case basis. However, we may investigate broader issues and problems with the systems you have in place that have the potential to affect many consumers. We identify systemic issues through a range of sources; including complaint data, when our enquiry or investigations officers see a recurring problem, media alerts and information received from TIO members.
There are five key stages of a systemic investigation:
- Identification
- Assessment
- Investigation
- Resolution
- Reporting
