Statement from the Chair of the Council

The TIO was able to service 230 065 complaints in 2008/09. The rapid growth of the scheme dictated that much of Council’s and management’s time was spent on strategies to address growth. In particular, growth resulted in an increase in complaints that recruitment was unable to keep pace with. Strategies to address the backlog of complaints caused by this growth were put in place and resulted in positive outcomes by the end of the financial year.

In addition to dealing with growth, the Council gave consideration to a number of strategic issues during the year. A significant review of the scope of jurisdiction of the scheme was initiated and will be finalised in the coming year. An ‘end-to-end’ complaint process review was also commissioned, using external consultants, and the report has now been examined in detail by Council.

I believe that the TIO is now well placed to consolidate on the period of enormous growth it has experienced over the past few years and will continue to provide value to complainants and members alike over the coming year
The complaint process review has consumed much of Council’s time and effort in the past year. The review has resulted in the establishment of a process review program comprising a series of projects aimed at increasing the effectiveness and efficiency of TIO processes. The program is interlinked with a number of other significant strategic activities, most notably the replacement of the TIO complaint handling system.

Changes to the Council

After many years of service to the Council, Neil Mounsher (Telstra) departed and was replaced by Anne Howells. Neil’s dedication to the TIO, his unwavering commitment to helping the TIO be as effective and efficient as it possibly could be and the outstanding personal integrity he brought to his role was enormously valued by Council and the staff of the TIO and he will be missed. Trudi Bean (Optus) was replaced by Sue Sdregas. Trudi’s insights and her legal and regulatory experience were invaluable to the performance of Council. Anne and Sue have already begun making contributions to Council and the broader TIO and I look forward to their continued contribution. Rohan Doyle also departed the TIO after serving first on the Board for a number of years and then on Council. He brought a balanced industry perspective to Council deliberations and his contribution to the TIO in both of these areas was greatly appreciated. He was recently replaced by Leroy Parkinson from iiNet.

I would like to congratulate the Ombudsman and her team for their performance in a year of enormous challenge and change. I believe that the TIO is now well placed to consolidate on the period of enormous growth it has experienced over the past few years and will continue to provide value to complainants and members alike over the coming year.

Finally, I would also like to thank the Chairman and members of the Board for their diligence in carrying out their governance role and particularly for ensuring that the scheme was appropriately funded to meet demand.

Virginia Hickey
Chair of Council

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