Our highlights

This year, we helped more than 200 000 Australians, up 60% from 125 000 last year. We answered almost 300 000 telephone calls, and 57 000 letters and e-mails from consumers and small businesses Australia wide.

We dealt with a 54% increase in complaints to 230 000. A total of 90% of these complaints, 208 000, were resolved with a referral back to the service provider. See Our year: a snapshot

In November 2008, with the cooperation of our members, a range of key stakeholders and the support of Senator Stephen Conroy, we launched connect.resolve, a campaign to raise awareness about the importance of good quality customer service and complaint handling in the telecommunications industry. See connect.resolve

Our staff participated in almost 40 outreach events to a wide range of audiences in all states. We also visited 70 TIO members throughout the country. See Reaching Out

In September 2008, we asked 500 consumers about their experiences with mobile premium services. Our detailed report was distributed to regulators and industry groups. See Regulators and government

In August 2008, we commenced a two-year program of consultation with financial counsellors nationwide with a meeting in Brisbane. Subsequent meetings were held in Melbourne and Coolangatta in May 2009. See Reaching Out

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