TIO Annual Report 2002/03

Summary Of Complaint Handling Performance - Factors Affecting Complaint Handling Performance During the Year

• Australian Communications Industry Forum (ACIF) Codes
• Position Statements
• Update on Some of Last Year’s Developments

Australian Communications Industry Forum (ACIF) Codes

This is the second year since the TIO gained jurisdiction over the investigation of complaints about ACIF industry code breaches. Formal procedures for logging and investigating code breaches have been enhanced this year. Greater depth of analyses of code related complaints and written notification to members of the TIO’s findings in relation to each complaint have added time, but also value, to TIO complaint handling.

Position Statements

In 2002 the TIO focused on the development of a number of position statements about its views in relation to particular types of complaints including early termination fees, excess Internet usage charges and unauthorised customer transfers. These were published on the TIO website in late 2002 and continue to be modified and added to. The TIO’s position statements assist with consistency and transparency of the investigative process and allow members the opportunity to improve their own internal dispute resolution policies and procedures.

Update on Some of Last Year’s Developments

The investigations area workgroups (each consisting of Enquiry Officers, Investigation Officers and one Legal Investigation Officer) established last year continue to work well to encourage sharing of information, training and a sense of team.

Legal Investigation Officers (LIOs) have continued to contribute to the TIO in a very positive way, with input into position statements to ensure that the law, as well as good industry practice and what is fair and reasonable in all the circumstances, is considered when negotiating a reasonable outcome to each complaint.

The Intranet has now become one of the TIO’s major investigative tools, with each staff member being responsible for the development and maintenance of an area of expertise such as customer transfers, billing and mobile contracts.

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