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The Board is chaired by an Independent Director and contains a balanced mix of Directors with industry and consumer experience, an Independent Director with not-for-profit governance experience and Independent Director with commercial governance experience. The Board has adopted a charter that set out its roles and responsibilities.

For TIO governance-related matters, the TIO Board can be contacted via email. The Company Secretary monitors messages sent to this address. Please note that the TIO Board does not have a role in handling complaints under the TIO scheme. It is the responsibility of the Ombudsman to deal with complaints which can be submitted here.

Independent Chair

Patricia Faulkner AO - BA, Dip Ed., MBA, FIPAA - Company Director

Patricia FaulknerPatricia is Chair of the following bodies: Jesuit Social Services, Ministerial Advisory Council for the Statewide Services and Infrastructure Plan and Deputy Chair of St Vincent's Healthcare Australia.Patricia is Director and Chair of Public Transport Victoria. She is a member of the Commonwealth Grants Commission, National Australia Bank's Social Responsibility Advisory Committee, and the Melbourne Racing Club Committee. Patricia is also a Director of the Committee for Economic Development Australia and Melbourne Company.

Director with consumer experience

Dr Paul Harrison - PhD, GAICD, MAM - Senior Lecturer, Deakin University

Paul HarrisonDr Paul Harrison is the Unit Chair and Senior Lecturer of Consumer Behaviour, Deakin Business School at Deakin University, Director of Deakin University's Centre for Organisational Health and Consumer Wellbeing and Visiting Professor of Marketing and Human Resources, Università Cattolica del Sacro Cuore, Milan. Paul researches and writes in the fields of consumer behaviour, behavioural economics, and consumer policy, and his work is published widely, both nationally and internationally. He is a graduate of the Australian Institute of Company Directors, a member of the Consumer Insights Panel of the Essential Services Commission, the Australian and New Zealand Marketing Academy, European Institute for Advanced Studies in Management, American Marketing Association, UK Academy of Marketing, Macromarketing Society, Transcend and the Australian Communications Consumer Action Network (ACCAN). He is an Expert Panel member for Social Marketing at VicHealth, and former chair of the Asylum Seeker Resource Centre. Paul was elected to the Telecommunications Industry Ombudsman Board in 2014, and was re-appointed in 2016 for a term of three years.

Independent Director with not-for-profit governance experience

Professor The Hon. Michael Lavarch AO - LLB, Company Director

TIO Board Member Michael LavarchMichael Lavarch has held senior roles in government, including serving as Australia’s Attorney-General (1993-1996). He has also held the roles of Secretary-General of the Law Council of Australia and Executive Dean of the Faculty of Law at the Queensland University of Technology. He is currently a Commissioner for the Australian Skills Quality Authority, Chief Adjudicator of the Alcohol Beverages Advertising Code adjudication panel and the Independent Chair of the Board of Australia's Financial Ombudsman Service.In 2012, Michael was appointed an Officer of the Order of Australia for distinguished service to law, education and human rights.

Director with industry experience

Mr John Lindsay - GAICD MACS Company Director

TIO Board Member John LindsayJohn Lindsay is a company director and consultant. He is a director of UltraServe Internet Pty Ltd, an enterprise ecommerce hosting company and NanoNouvelle Pty Ltd, a nano-material research and development startup.John has 22 years' experience building and managing ISPs including Chariot, Internode and iiNet Ltd. His consulting clients are largely focused on internet and telecommunications, ranging from small ISPs to government agencies.

Director with consumer experience

Catriona Lowe - LLB, Company Director

Catriona LoweCatriona is the current Treasurer of the Consumers' Federation of Australia and a member of the board of the Financial Ombudsman Service. She is also Co-Chair of the ACCC's Consumer Consultative Committee, as well as being a member of the Legal Practitioners Liability Committee. She has more than 15years of litigation experience across the private and NGO sectors and has provided advice to senior stakeholders including State and Federal government departments and authorities. Catriona became a member of the TIO Council in July 2012.

Independent Director with commercial governance experience

Geoff Nicholson - BEc, MBA, FCA, GAICD, CSEP - Non-Executive Director, Consultant

Geoff NicholsonIn addition to his role on the TIO Board, Geoff is Deputy Chair of Launch Housing Limited and is a non-executive director of Homeground Realestate Pty Ltd, United Energy Distribution Holdings Limited, Marchment Hill Consulting Pty Ltd and Athletics Australia Limited.Geoff’s former positions include the Chairman of Hanover Welfare Services, non-executive director of Sensis and the KAZ Computing Group, Chief Financial Officer at AusNet Services and executive director, Finance Business Services at Telstra Corporation Limited. He was also Foxtel's first Chief Financial Officer from 1995-1996.Geoff was appointed to the Telecommunications Industry Ombudsman Board in February 2016.

Director with consumer experience

Gordon Renouf - BA LLB CEO, Ethical Consumers Australia

Gordon RenoufGordon Renouf, who has been a consumer advocate for more than 25 years, is the founder and CEO of Ethical Consumers Australia and Good On You Pty Ltd, social enterprises that aim to help consumers make choices that are better for people, the planet and animals. He has been appointed Chair of the Australian Securities and Investments Commission's Consumer Advocacy Panel, and is Deputy Chair of the Consumers Federation of Australia, Deputy Chair of Justice Connect, and a Director of Good Environmental Choice Australia. He is a Member of the Banking Code Compliance and Monitoring Committee.

Director with industry experience

Jules Scarlett - BA LLB (Hons) - Director - Commercial Operations, Telstra Wholesale

Jules ScarlettJules is Director, Commercial Operations at Telstra Wholesale. Jules has worked for Telstra for over 15 years and first joined the Board of the Telecommunications Industry Ombudsman Ltd in November 2009.

Director with industry experience

Andrew Sheridan - Acting Vice President of Corporate & Regulatory Affairs, Optus

Andrew SheridanAndrew is the Acting Vice President of Corporate & Regulatory Affairs for Optus. Andrew joined Optus from the Cable & Wireless Communications of the UK in 1998. He has held various roles in the Corporate & Regulatory Affairs team with lead responsibility for managing Optus’ commercial access agreements with Telstra and heading up Optus’ advocacy on competition policy with the ACCC and the Department of Communications. Andrew was a key part of the industry G9 group that successfully lobbied for structural reform of the industry, which established the policy platform for the structural separation of Telstra and the creation of the NBN. Prior to joining Cable & Wireless Communications, Andrew was an audit manager with Price Waterhouse Coopers in the UK, one of his main clients was British Telecom plc. Andrew is a qualified Chartered Accountant and has a Master of Arts Degree (Hons) in Modern History from St Andrews University.

Disputed credit default listing

case study - credit listing

Rachel applied for a personal loan but her application was rejected because she had a default listing.

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