15. REQUESTS FOR INFORMATION

15.1 Introduction

The TIO regularly receives requests for information about the TIO Scheme and about the telecommunications industry in general. Requests for information are classified as Enquiries.

The TIO is well placed to provide information and advice in response to consumer requests, and has a variety of brochures, fact sheets and other publications that can be sent to complainants and other members of the public.

15.2 Publications

The following resources are available to be sent to complainants as required:

Fact Sheets

• Repeat dialling
• Compensation claims
• Temporary internet files (advice about how to retrieve them)
• Statutory declaration forms (explains what they are, where to get them, and who can sign them).

Brochures

• Introducing the TIO Scheme
• An Ombudsman for Internet Users
• Jursidiction of the TIO Scheme
• Alternative Dispute Resolution.

Other publications

• TIO Talks (the TIO's quarterly newsletter)
• TIO Annual Report.

Brochures, TIO Talks, and the Annual Report are all available on-line from the TIO's website.

15.3 Members register

As is required by its Constitution, the TIO keeps an up-to-date register of all Members of the TIO's Scheme that can be sent to members of the public making personal enquiries about the prices, terms, and conditions of telecommunications goods and services.

The Members Register is available on-line from the TIO's website.

15.4 Recommendations

From time to time, TIO Officers are asked whether or not they can recommend a particular phone company or internet service provider, or if a particular provider is 'good' or 'legitimate'.

As an independent body, the TIO cannot, and cannot be seen to, recommend a particular company. If asked what the TIO knows about a particular company, TIO officers will only provide callers with information that the TIO makes publicly available, either on its website, in a media release, or in its annual report or quarterly newsletter.

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