19. RECORD OF COMPLAINTS AND ENQUIRIES

19.1 Introduction

All Complaints and Enquiries that come in to the TIO are logged in the TIO's complaint management database ("CosMoS"). This database is used for recording the history and progress of a complaint and also for the purpose of generating reports.

19.2 Initial record

Enquiry and Investigation Officers attempt to log the following information for each Complaint or Enquiry received:

• complainant's name, suburb and contact numbers;
• any co-complainant details;
• date and time of the Enquiry or Complaint;
• category of Enquiry or Complaint, including Complaint level;
• the company that is the subject of the Complaint or Enquiry (providing it is a TIO Member);
• details of the service identifier to which the Enquiry or Complaint relates (i.e. service number, User-ID and/or account number);
• a summary of the complaint including specific details wherever possible (i.e. specific dates, names, locations etc);
• details of advice given by TIO and details of any referral;
• time taken to handle the Enquiry or Complaint;
• method by which the complainant heard about and contacted the TIO;
• the outcome of the Enquiry or Complaint;
• keywords for the issues complained about.

19.3 Keywords

For the purposes of recording and reporting Complaints, the TIO identifies and records the issues raised by a complainant according to an existing set of keywords which are grouped according to the following categories:

• Internet
• Landline
• Mobile
• N/A (Not Applicable).

Keywords are regularly updated by the Policy/Research Manager to ensure that the TIO can accurately capture and report on current issues.

19.4 Ongoing record

All progress, including escalations, and any subsequent contact with parties is recorded in the database.

All Complaints that are Level 2 and above establish a document file, with the exception of 'urgent delay' Complaints which may be filed electronically.

Document files contain a hard copy of the Cosmos record, all correspondence in relation to that file, and all diary notes of conversations with a complainant, the Member, and any other party pertaining to the Complaint.

19.5 Notification to Members of Level 1 Complaints

Unless they elect not to receive such notification, Members are sent an automatic email whenever the TIO logs a Level 1 Complaint against that Member.

Emails are sent to an address nominated by the Member whenever one of its customers makes initial contact with the TIO.

As the TIO will in most cases refer a Level 1 Complaint back to the Member, automatic notification allows a Member time to become familiar with a complaint before the customer contacts it. Members are also able to track Level 1 Complaints as they are logged against them.

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