TIO Annual Report 2002/03

Summary Of Complaint Handling Performance - Resolving Complaints

The TIO’s primary objective is the speedy resolution of disputes between consumers and telecommunications carriers or carriage service providers, in circumstances where the parties have been unable to resolve matters on their own.

The TIO deals with complaints brought before it on a case-by-case basis, seeking input from both sides before forming a view as to what would be a reasonable outcome given all the circumstances. The TIO’s preference is for resolution by consensus resulting in improved relations between the parties, a reduction in costs to the TIO member and an increase in the productivity of the TIO. In cases where a consensus cannot be reached, however, the TIO will make a decision based on what the TIO believes would be an appropriate outcome to the dispute, having regard to the law, industry codes, and an assessment of what is fair and reasonable.

The TIO offers this service to residential and small business consumers who would otherwise be faced with taking their complaint to court. The TIO expects that both the complainant and the TIO member will demonstrate good faith by providing information on request and by showing a willingness to acknowledge each other’s perspective. This cooperation is vital to ensuring that a resolution that is acceptable to both parties can be reached.

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