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Proposed response to reduced TIO demand

27 March 2015

The TIO has commenced consultation with its staff on a proposal to reduce staff numbers to significantly reduce operating costs and increase efficiency.

The move comes following a 40 per cent reduction in complaints over the past four years. For example, in 2010-11 TIO received almost 200,000 new complaints; last financial year TIO received fewer than 140,000. And last quarter we received fewer than 30,000 new complaints - our quietest quarter since 2007. The downward trend is forecasted to continue.

Stronger industry rules, increased investment in networks and customer service, and the TIO focus on identifying and reporting the causes of complaints have all had an impact on the changing telco environment. 

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Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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