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Dispute Resolution Officers - ongoing

The Telecommunications Industry Ombudsman (TIO) is currently seeking applications for motivated individuals to join us as Dispute Resolution Officers. Multiple positions are available for full time, part time and fixed term employment.

Your role as Dispute Resolution Officer is to receive, refer and resolve consumer complaints about telecommunications service providers. The Dispute Resolution Officer is a flexible and responsive role in which officers manage cases across the full dispute resolution lifecycle, based on business needs. Dispute Resolution Officers will manage telecommunications related enquiries and complaints from first contact through to Conciliations and Investigations stages to resolve disputes.

As a Dispute Resolution Officer your work will include:

  • receiving complaints from consumers via telephone, online and in writing
  • resolving complaints using conciliation and Alternative Dispute Resolution best practices,
  • investigating unresolved complaints, as required
  • undertaking training, including subjects that form part of the Graduate Certificate in Dispute Resolution (Industry).

Key Responsibilities of your role include:

  • assessing whether complaints are within the jurisdiction of the TIO,
  • identifying key issues arising from a dispute, and gathering and analysing relevant information,
  • conciliating disputes between service providers and consumers to help them find resolutions,
  • undertaking formal investigations.

University graduates are highly encouraged to apply; however, the following degrees make up the majority of the dispute resolution department: law, commerce/business, education and engineering.  

Put your excellent problem solving skills to good use in this challenging and varied role, while working in a collaborative and supportive work environment.

Position Description: Read a detailed position description and selection criteria for this role

Enquiries: Please contact Dhanya Viswanath via email with your enquiries.

To apply: Please submit your application directly via email. Applications must include a current CV and a covering letter which addresses the "Person Specification" criteria listed in the position description for this role. Please note, applications that fail to address the Key Selection Criteria will not be considered.

The TIO will collect and handle candidate information in line with our Privacy Collection Statement.

Billing dispute and suspended service

Case Study Small Business

A small business had their internet services deactivated due to a misunderstanding on billing.

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