Resolution

We will resolve disputes with independence, agility and impact. We will set new standards for crafting intelligent, creative and fair solutions to which the industry takes heed. We will be readily available for all those who need us.

We will reflect on and learn from our experiences and learn by example.

The actions that we committed to during 2008/09 under our goal to provide an efficient and effective complaint handling service included:

• reviewing the end-to-end complaint handling process
• reviewing the TIO quality framework
• developing a process for feedback about the TIO.

Alternative dispute resolution (ADR)

The TIO is an alternative dispute resolution (ADR) body. Alternative dispute resolution is a means of settling a dispute without resorting to formal proceedings such as court actions. It can be difficult, time-consuming and cost a lot of money to try to settle disputes through the courts. ADR is a more accessible and informal way of resolving a complaint.

The TIO’s role is to help consumers and telecommunications companies resolve complaints together. We investigate complaints by considering the information provided by both parties; that is the individual or business with a complaint and their telephone or internet service provider. When the TIO helps to resolve complaints it considers not only the law and good industry practice but also what is fair and reasonable in all the circumstances. The TIO is also guided by a number of position statements it has developed, and these indicate to complainants and members how the TIO might resolve a complaint.

The TIO remains independent of both parties at all times and does not take on a consumer advocacy role.

Our quality framework

Our commitment to quality extends from the first time people contact us to the final resolution of disputes and in the complaint data we provide to our stakeholders.

Our approach extends right through our organisation and includes:

• the Board and Council ensuring that we are appropriately resourced
• the Ombudsman ensuring that we meet the Benchmarks for Industry-based Consumer Dispute Resolution Schemes
• focusing on staff training and process improvements
• staff striving for excellence and accepting personal responsibility for their work.

We also focus on:

• Core competencies and recruitment, which includes the recruitment, retention, reward and development of staff who strive for excellence
• Learning and development, such as comprehensive training for new staff and ongoing training in specific areas
• Performance quality control, including the addition of a team leader structure (contact team managers and investigations team managers) over the past financial year
• Technology and business support, which involves the planning and implementation of various new systems, such as a new complaint management system and an updated website
• Processes and procedures for complaint handling and investigations which are well-documented, efficient and consistent
• External relationships with members and stakeholders which provide useful feedback, such as our regular complainant satisfaction survey and the mechanism for receiving complaints about us
• Quality assurance programs, which include contact centre and investigations audits, code data audits, call monitoring and review of complaint data.

Complaints about us

As a complaint handling agency, we are determined to establish by the end of the calendar year 2009 a robust formal process for handling complaints and compliments about us.

At the moment, complaints or compliments can be passed on to the appropriate staff, managers and sometimes the Ombudsman for review. However during the year we commenced planning to implement a more thorough process which complies with the Australian Standard Customer satisfaction - Guidelines for complaint handling in organisations.

We will use this more formal process to:

• identify trends
• eliminate the causes of complaints
• improve our operations
• encourage staff to improve their customer service skills
• provide a mechanism for members to complain if they are dissatisfied with the TIO.

End-to-end process review

Since we began in 1993, although our processes have changed somewhat, the way we have handled complaints has remained largely the same. During 2008/09, we asked consultancy firm Listening Post to review our process from ‘end-to-end’.

Their review entailed speaking with a range of stakeholders. This included:

• interviewing and surveying members
• an online consumer survey
• a focus group of people who had complained to the TIO
• interviews with regulators and community sector organisations
• talking with TIO staff.

Listening Post’s report, delivered in May 2009, found that the TIO was ‘a committed organisation with dedicated, knowledgeable people of high calibre.’ They recommended that we continue using our four-tier system for classifying complaints, but explore ways of improving the efficiency and effectiveness of our complaint-handling process – particularly in the context of replacing our complaint-management system (Cosmos).

Given the nature of the recommendations, there is still considerable work that needs to be done before some of the recommendations can be implemented.

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