PDF 3.77MB/120 pages

TIO Annual Report 2008/09

At a glance

• Our highlights
  
• Our year - a snapshot

Our organisation

• Statement form the Chair of the Board
• Statment from the Chair of the Council
• Ombudsman's Overview
• Ombudsman and Deputy
• About the TIO
• The year ahead

Our performance

• Reaching out
• Reaching out - consumers and small businesses
• Reaching out - Regulators and government
• Reaching out - Members of the scheme
• Relevant
• Remarkable
• Remarkable - Staffing and recruitment
• Resolution

Major complaint categories

• How we handle complaints
• Complaint classification
  • Billing and payments
  • Customer service
  • Complaint handling
  • Contracts
  • Faults
  • Credit management
  • Provisioning
  • Customer transfer
  • Privacy
  • Phonecards
  • Directories
  • Disability
  • Payphones
  • Land access
• Industry codes
• Mobile premium services
• Systemic issues
• Member complaint statistics

Case studies

• Billing and customer service
• Temporary cabling
• Indigenous consumers
• Young people and contracts
• Financial hardship and payment plans
• Elderly consumers and provisioning delay
• Contracts and intellectual disability

Consumer profiles

• Mona, Queensland
• Joesphine, Victoria
• Ben, New South Wales
• Julie, Queensland
• Ebony, Western Australia
• Robert, Queensland

Appendices

• TIO Member List (296 KB/12 pages)
• How we are funded
• Glossary (84 KB/1 page)

Financial Report (319 KB/28 pages)