4.0 Context

4.1 Role, culture and values

At the TIO we view the development of a DAP as essential to our role as an alternative dispute resolution scheme for all telephone and internet users. The development of a DAP is consistent with the TIO’s organisational value of fairness.

As the industry body responsible for resolving consumer complaints about telecommunications services, it is particularly important that the TIO follows industry standards and employs best practices relating to access to information and services.

A report by what was then the Department of Industry, Science and Tourism, Australian Government Benchmarks for Industry-based Customer Dispute Resolution Schemes (1997), lists accessibility as a primary requirement for the success of schemes such as the TIO. This plan will assist the TIO in meeting this requirement.

4.2 Legislation and industry standards

Relevant legislation and industry standards are set out in Appendix 1.