TIO Annual Report 2004/05

Glossary

ACCC (Australian Competition and Consumer Commission)
The government body responsible for regulating anti-competitive or unfair business practices and enforcing the Trade Practices Act 1974.

ACIF (Australian Communications Industry Forum)
An independent body established by industry to manage telecommunications self-regulation. A primary function of ACIF is to develop industry and consumer codes of practice. See also Codes.

ACMA (Australian Communications and Media Authority)
In March 2005, Parliament passed legislation merging the Australian Communications Authority (which regulated many aspects of the telecommunications industry) and the Australian Broadcasting Authority (which regulated radio, television and the internet) to create ACMA. The new body, which came into existence on July 1 2005, is responsible for regulation of broadcasting, radio communications, telecommunications and online content.

ADMA (Australian Direct Marketing Association)
The Australian Direct Marketing Association is the peak trade association representing the direct marketing industry. ADMA’s members include direct marketing users and direct marketing suppliers. Direct marketing users may market their products and services via telephony, advertising mail and other print media such as catalogues and magazines, direct-response television and radio, the internet and other new interactive media. ADMA maintains a Do Not Contact list for consumers who wish to taken off the marketing lists of ADMA members. Further information is available at
www.adma.com.au.

ADR (Alternative Dispute Resolution)
Any means of settling disputes outside of the courtroom. The TIO is an ADR body.

ADSL (Asymmetric Digital Subscriber Line)
A type of xDSL service, ADSL is technology that allows for internet and voice to be used simultaneously via an ordinary phone line (a copper pair).

AMTA (Australian Mobile Telecommunications Association)
The national body representing the mobile telecommunications industry in Australia.

Board
The TIO Scheme is a company limited by guarantee and is accountable to its Board of Directors. The Board has corporate governance responsibilities including risk management, financial management of the Scheme, strategic affairs, budgeting and ensuring compliance with the TIO’s Memorandum and Articles of Association and its Constitution.

Broadband
Broadband is a general term that refers to high-speed connections such as cable, xDSL and satellite. For broadband services, internet access is not time-based as it is an “always on” connection, the exception being the uplink for satellite.

Carrier
An organisation that holds a carrier licence as defined by the Telecommunications Act 1997. In very general terms, a carrier provides the physical infrastructure used to supply carriage services to the public.

CDMA (Code Division Multiple Access)
A type of digital mobile service that differs from GSM digital. CDMA replaced the analogue service.

Churn
The process of transferring customer accounts between service providers.

CND (Calling Number Display)
A service that allows a caller’s number to be viewed by the person receiving the call.

Codes
Performance standards set by ACIF and the telecommunications industry. While compliance with codes is voluntary, once a company is a signatory to a code it is bound by the standards set in that code. ACMA has the power to direct companies to comply with codes. The TIO gathers data on code compliance for ACMA.

Complaint
Expression of dissatisfaction or grievance with a telecommunications service or product.

Complaint levels
The TIO’s classification to distinguish complaints based on complexity or severity. Level 1 complaints are the simplest, levels 3 and 4 the most complex.

Constitution
The TIO Constitution outlines the roles, responsibilities and powers of the Board, Council, members and the Ombudsman. The Constitution
may be changed with the unanimous approval of the Board.

Council
The TIO Council is comprised of an independent chairman and an equal number of representatives from TIO members and consumer interest groups. Council provides advice to the Ombudsman on policy and procedural matters and ensures that complaint handling procedures are effective.

CSG (Customer Service Guarantee)
A set of performance requirements placed by ACMA on suppliers of the standard telephone service. The CSG sets time limits and other standards for rectification of faults, connections and appointments. The CSG entitles consumers to a set scale of compensation payments if the standards are not met.

Determination/direction
Where a complaint cannot be conciliated so that a fair and reasonable outcome is achieved, the TIO may make a “determination” or give a “direction”. Decisions involving amounts up to $10,000 are legally binding on members. Where the amount involved is greater than $10,000, the TIO can issue a “recommendation” up to a maximum of $50,000.

DIST benchmarks
In 1997 the Department of Industry Science and Tourism produced benchmarks for industry-based customer dispute resolution schemes. These benchmarks were developed in consultation with industry dispute resolution schemes, consumer organisations, government and regulators. The purpose of the benchmarks was to guide industry in developing and improving industry alternative dispute resolution schemes. They were developed to apply primarily to nationally based schemes set up under the auspices of an industry. Most industry alternative dispute resolution schemes operate in accordance with the “Benchmarks for Industry-Based Customer Dispute Resolution Schemes”. This benchmark sets out key ADR practices, within the principles of accessibility, independence, fairness, accountability, efficiency and effectiveness.

Dumping
The term used to describe the process by which, as a result of clicking on a link or downloading certain software from a website, an internet user’s modem is disconnected from the local ISP without their knowledge and directly connected to an international or premium-rate number.

Enquiry Officer
TIO staff member who handles level 1 complaints, both written and oral.

GSM (Global system for mobiles)
A digital mobile phone system.

HiBIS
HiBIS is a Federal Government initiative that provides registered internet service providers with incentive payments to supply higher bandwidth services in regional, rural and remote areas at prices comparable to those available in metropolitan areas.

Investigation Officer
TIO staff member who handles written and oral enquires and level 1 complaints in addition to investigating and resolving higher level complaints.

ISP (Internet service provider)
A company that provides internet access services
to the public. All ISPs are required to be members of the TIO. ISPs represent by far the largest group of TIO members.

Issue
The matter about which a complainant has contacted the TIO. A single complaint may involve several issues. While the TIO charges its members by number of complaints, it reports on the basis of number of issues raised. The TIO groups similar issues into categories, such as billing, faults
and privacy.

Member
A telecommunications service provider that is a member of the TIO Scheme. The Telecommunications Act 1997 requires all carriers and eligible carriage service providers to be members of the TIO.

Memorandum and Articles of Association
Document outlining the rules and principles governing the TIO and its members. It is broader and more comprehensive than the Constitution, and covers areas such as administration and funding. This document may be amended with the approval of two-thirds of TIO members in attendance at an annual general meeting.

MNP (mobile number portability)
Mobile number portability (MNP) was introduced in Australia on 25 September 2001. It allows mobile customers to keep their existing mobile telephone number when they change service providers.

Pair gain
Digital technology that allows a single phone line to be split into two or more lines at the exchange. Also known as “RIM” technology.

Porting
The process by which a customer’s telephone number is transferred to another carrier’s network.

Resolution
A complaint outcome found by the TIO which is deemed by the TIO to be fair and reasonable in the circumstances.

Service provider
A carrier or carriage service provider which provides telephone, mobile or internet services.

Spam
Unsolicited SMS messages to mobile phones, and unsolicited marketing e-mail.

Standard Telephone Service
Fixed telephone service providing two-way voice communication for local, long distance and international calls. The standard telephone service does not include mobile services, customer equipment or internet services.

3G
Third-generation mobile phone networks allow for internet access and data delivery to mobile phones with moving colour images, audio and sophisticated internet services.

TTY Teletypewriter
The teletypewriter (TTY) allows people who are deaf or hearing impaired to communicate by telephone. The deaf/hearing impaired person types their message on the TTY keyboard and the message is sent via the telephone line.

Universal Service Obligation USO
The Universal Service Obligation provides for equitable access to standard telephone services for all Australians. Telstra is currently the Universal Service provider and must generally provide a first phone service upon request. Details of how Telstra fulfils the USO are set out in its USO Policy Statement and Marketing Plan available at http://www.telstra.com.au/universalservice/index.htm. The USO is complemented by the CSG.