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Closure

Purpose

Introduction

1.0 Enquiries and Level 1 Complaints

2.0 Conciliation and Investigation

3.0 Decisions and Recommendations


Purpose

The purpose of these Procedures is to:

  • establish reasonable timeframes in order to resolve Complaints in a fair, independent, economical, informal and fast way
  • enable providers to recommence standard procedure on an account or service, including appropriate credit management activity, if such actions have been stopped.

Introduction

When we are satisfied that a Complaint or Enquiry does not warrant further consideration, or when we have stopped handling a Complaint, we will close the Complaint or Enquiry. 

When a Complaint has been closed but a consumer presents information that we consider warrants further consideration, we may choose to reopen the Complaint.

We give consumers a reasonable chance to consider our decision before closing a Level 3 or Level 4 Complaint.

We assess any potential code breaches before closing Level 3 and Level 4 Complaints. 

We report confirmed code breaches to the ACMA.


1.0 Enquiries and Level 1 Complaints

1.1

When the process of registering an Enquiry or a Complaint at Level 1 is complete and all relevant information has been included in the Record, we close the Enquiry or Complaint.

1.2

When the consumer contacts us about the same Enquiry or Level 1 Complaint, and the Enquiry or Complaint cannot be reclassified at a higher level, we will open the Enquiry or Complaint for the duration of the contact, then close it again once the Record has been updated.

1.3

We will not notify the provider of the closure of an Enquiry or Level 1 Complaint.

1.4

The closure of an Enquiry or a Level 1 Complaint is an administrative action and does not mean that we consider that the matter has been resolved.


2.0 Conciliation and Investigation

2.1    

After conciliation at Level 2, when the consumer tells us that he or she accepts the provider's offer of resolution, we will confirm the resolution in writing and close the complaint.

2.2

We will notify the provider of the closure in writing by providing a copy of the letter to the consumer.

2.3

After investigation at Level 3 and Level 4, if, within 20 business days from the day the Response was sent, the consumer does not present information that we consider warrants further investigation we will close the Complaint.

2.4

We will notify the provider of the closure in writing, and provide a copy of the Response.

2.5

At closure for Level 3 and Level 4 Complaints, we will assess and confirm if any code breaches of relevant industry codes will be recorded.

2.6

If we decide to record or not record a code breach, we will explain the reasons for the decision to the provider.

2.7

When a Complaint has been closed but a consumer presents information that we consider warrants further consideration, we may choose to reopen the Complaint.


3.0 Decisions and Recommendations

3.1

When a TIO Release Form signed by the consumer has been given to the provider, and the provider has complied with the decision or recommendation, we will close the Complaint.

3.2

At closure, we will notify the provider of the closure in writing. We will assess and confirm if any code breaches will be recorded, and explain the reasons for this decision.

3.3

When the TIO Release Form has not been received from the consumer within 15 business days, we may close the Complaint.

3.4

When the Complaint is closed because a Release Form has not been received, the written notification of closure will advise that the Release Form has not been received, and explain any implications this may have on the course of action outlined in the decision and any recommendation.

 

Effective Date: 5 July 2010

Updated on: 30 November 2014

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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