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TIO launches online education modules for providers

14 December 2015

Best practice complaint handling and the role of the TIO are some of the topics that are covered in a series of interactive resources that the TIO will launch on 16 December 2015.

The modules are intended to be used as a reference for telco staff who deal with customer complaints. The modules include guidance on what to do when the TIO refers a customer complaint to the provider, industry‚Äôs obligations when dealing with TIO complaints, and links to useful documents such as industry codes. 

The information is delivered using videos, audio, case studies and animations.

The modules are:

  • Introduction to the TIO: general information about the TIO. 
  • TIO Complaint Handling Procedures: how to handle a complaint referred by the TIO.
  • Best Practice Complaint Handling: advice and strategies to deal with customer complaints.
The TIO created and distributed the modules to assist telco staff increase their knowledge, with the longer-term aim of reducing TIO complaints by assisting service providers to improve their complaint handling. 

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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.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614