A fair and effective complaint handling system is in the TIO’s view a key indicator of a company’s commitment to its customers. Many of the complaints we receive have the common theme of an inadequate complaint handling process or poor customer service. This has frequently been highlighted by the TIO over time, and improving the industry’s standards of complaint handling will be a major focus for us in the year ahead.

Where companies pay attention to developing a good complaint handling system which is appropriate to their size and the services they offer, they can benefit in three main ways. First, information from their customers through complaints can lead to improvements in service delivery. Customer feedback in this way can help in the identification of trends and eliminate many of the root causes of complaints. This can in turn lead to savings in time, money and effort.

Second, where complaints are handled fairly, the company’s reputation is enhanced. We find that many complainants are unhappy with their service provider because they feel they haven’t been properly listened to, or their concerns taken on board. But when a company takes the trouble to speak to the complainant and really understand what has caused them to call the TIO, the benefits to both parties can be significant. This can be demonstrated thorough increased customer loyalty or in recommending the company to others.

Third, a good complaint handling approach which is characterised by a consistent, systematic, prompt and fair approach to resolving grievances strengthens confidence in the company. A simple, visible and open complaints handling process that is easy to find and to navigate reinforces perceptions of that company’s commitment to its customers. Conversely, not being able to get through to the right area to resolve a complaint means that complainants are not confident the company is committed to listening to and hearing from its customers.

We commend those companies that have clear pathways to escalated complaints areas, whether on their website, in their information to customers, or through a publicised phone number, and want to encourage more of this behaviour across the industry.

At the TIO we are always willing to work with our members to help improve their complaint handling. Our long experience, coupled with the industry code on complaint handling, can provide valuable feedback to companies to help improve their complaint handling processes. Many matters that come to the TIO could and should have been resolved without our intervention, and we look forward to working closely with regulatory and industry bodies to raise the overall standard of complaint handling in the telecommunications industry, to the benefit of all involved.

Deirdre O'Donnell
Ombudsman

Ms Deirdre O’Donnell began work as Telecommunications Industry Ombudsman on Tuesday 29 May.
She takes over from John Pinnock who served the TIO and the telecommunications industry with distinction for 12 years.

Most recently, Ms O’Donnell was the Western Australian Ombudsman, a position with wide investigative powers, including those of a Royal Commission. The WA State Ombudsman’s office also incorporated the functions of Energy Ombudsman.

Before her role in Western Australia, Ms O’Donnell was the Deputy Telecommunications Ombudsman. She has extensive experience in the telecommunications industry, working in senior positions for service providers and the industry regulator.