TIO Annual Report 2004/05

Systemic Complaints Investigation Procedure

The Systemic Complaints Investigation Procedure is a key element in the TIO’s proactive approach to complaint resolution. It aims to resolve not only an individual complaint but also other similar current or future complaints. In this way, the TIO aims to highlight and change behaviour that may adversely affect a class of customers.

During 2004/05, the TIO and Council have been considering the direction of the systemic complaints procedure, which has been operating for three years. Systemic issues are not referred to in the TIO Constitution and the Council has established a sub-committee to examine the Constitutional changes that might be necessary to formalise the TIO’s powers.

Following lengthy development work by the sub-committee, Council recently recommended a detailed amendment to the Constitution for formal adoption by the Board.

During the year, 17 systemic investigations were undertaken. Twelve were completed and five are still under way. The investigations are detailed later in this report. Most investigations highlighted potential breaches of ACIF codes and guidelines, in particular the Billing; Customer Transfer; Prices, Terms and Conditions and Complaint Handling codes.

The TIO considers that an effective outcome to a systemic investigation is a suitable change in a provider’s behaviour. Recent examples include changes to procedures for disconnection and to the layout of bills. If a provider does not alter a policy, the TIO may decide to make a report to that member in accordance with its Constitution, which refers to the situation where a member’s policies or commercial practices have been identified as a source of similar complaints. This year, two such reports were made in relation to systemic investigations.

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