Ombudsman Simon Cohen chaired the first meeting with providers that are outside the “top 10” by TIO complaint volumes, as committed to after the change to unitary governance in February 2014.
Telcos from Victoria and Tasmania had an opportunity to meet face to face with the Ombudsman, TIO Executives and a number of TIO limited Directors in August and November 2014. Providers were given an update on TIO operations and the change to governance by a single Board of Directors. The Ombudsman also briefed telco representatives on some of the TIO’s current strategic initiatives such as the Graduate Certificate in Dispute Resolution, the Member Online Education project and a trial to streamline NBN-related complaint handling.
Telco representatives also had the opportunity to provide feedback and ask questions to the Ombdusman. Providers were positive about TIO’s professionalism in handling complaints by referral and conciliation, and expressed their support about the online education and Graduate Certificate project.
There was also feedback on the cost of TIO complaints for smaller telcos and how we resolve disputes. Telcos also asked questions about the consistency of decisions made by dispute resolution officers.
The TIO takes the feedback seriously. We have already begun a funding review and complaint handling skills of TIO staff will be honed with initiatives such as the Graduate Certificate in Dispute Resolution.