TIO Annual Report 2004/05

Case Studies

Directories

The complaint:

The complainant’s business listing was omitted from the 2003/04 edition of White Pages. Sensis, through the complainant’s provider, offered to provide a free bold listing in the 2004/05 publication to compensate for its mistake. In the 2004/05 White Pages edition the complainant’s surname was spelled incorrectly, and the entry was on a different page to the one he desired. He contacted his service provider and received only an apology. He then contacted the TIO.

TIO response:

The TIO asked the complainant’s provider to confirm whether the complainant’s listing was omitted from the 2003/04 White Pages and whether the 2004/05 edition had mis-spelt his surname. If this was the case, the TIO asked how the complainant’s provider would resolve the complaint. The TIO also asked to see customer care notes, and proofs used to confirm the publication.

The outcome:

The complainant’s provider confirmed that it had placed the advertisement in the 2004/05 White Pages with incorrect spelling after an omission from the previous year. The provider offered to update directory assistance and White Pages online. It also organised through Sensis to print a “super” bold listing in the 2005/06 White Pages or provide a cheque of $870.10 for the value of the “super” bold listing. The complainant accepted the cheque.
The TIO receives complaints about errors in and omissions from the White Pages. Each complaint requires different resolutions according to the potential financial impact of the mistake on the business. All complaints are dealt with on a case-by-case basis.

Note: Sensis is not a member of the TIO. It produces White Pages as an agent for Telstra. Customers of other carriage service providers can ask their provider to handle their directory listings for which they are billed by Sensis through their provider.

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