The latest independent review of the TIO Scheme has found that the scheme is highly effective and able to facilitate the resolution of a large number of disputes in a timely manner, while obtaining outcomes that are fair and acceptable to members and consumers in most cases.

The TIO’s Board and Council are responsible for commissioning regular independent reviews of the scheme.
The latest review, completed in November 2006 by the Allen Consulting Group, assessed the scheme according to
the federal government’s benchmarks for alternative dispute resolution schemes.

The benchmarks, which may be obtained in full at www.consumersonline.gov.au, are: accessibility, independence, fairness, accountability, efficiency and effectiveness.

The review found that general levels of awareness of the scheme were good, but awareness among specific groups, including indigenous communities and young people, was relatively low.

The review said that there was some concern about the average time taken by the TIO to resolve disputes. “It is important that the TIO’s mission statement to provide ‘free, independent, just, informal and speedy resolution of complaints’ is not undermined,” the review said. “There is scope to consider the adequacy of the TIO’s current level of funding to improve the timeliness of decisions.”

It said that with the exception of smaller internet service providers, there was widespread support for the current jurisdiction of the scheme.

The review said that it had not identified any fundamental problems or failings with the TIO scheme that undermined its overall effectiveness.

The Council, Board and Ombudsman are considering the review’s recommendations in the context of the TIO’s strategic planning.