Complaint Handling Procedures and Supporting Policies

Complaint Handling Procedures

Our Complaint Handling Procedures (CHPs) ensure our processes deliver fairness as a dispute resolution service.

Read our Complaint Handling Procedures

Appeal Process

People can request an appeal if the TIO decides to stop handling their complaint.

The Appeal Process outlines:

• Grounds for Appeal
• How to request an appeal
• Who conducts the Appeal Reviews
• Possible outcomes and limitations
• Establishing bias or conflict of interest

Learn more about our Appeal Process.

Extra Support and Flexible Approach policy

Some people who complain to TIO will have urgent or high risk needs that need to be prioritised and handled with sensitivity. The Extra Support and Flexible Approach Policy outlines how we classify urgent complaints. It also details the flexible approaches and extra support that can be given to meet the needs of the consumer.

Learn more about our Extra Support and Flexible Approach Policy.

Handling Exceptional Circumstances policy

We aim to make it easy for everyone to access our services and understand how we handle complaints. This includes for people who may face barriers due to language, disability, cultural background or geographic location.

To make sure we are treating people fairly, we may consider exceptional circumstances and reasonable requests to provide time extensions and reopen closed complaints. This policy outlines our commitment to accessibility and key factors we consider when dealing with these requests.

Learn about our Handling Exceptional Circumstances policy