Our performance

We share how we track and report on our performance, including how we’re progressing against our goals, the results we’re achieving, and how we use data and insights to improve our services and outcomes.

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Measuring our performance
Goal 1
Goal 2
Goal 3
Goal 4
Goal 5
Goal 6

Measuring our performance

Tracking how we perform against our goals ensures the TIO can adapt and grow in a changing communications environment, maintaining what’s working well and updating what’s not. As technology changes, and needs and expectations change with it, we remain focused on the future and providing a valuable service for all consumers, community and industry.

We’re committed to keeping you informed when we meet and surpass our benchmarks and highlighting the areas for improvement as we work towards our goals.

Our vision is to create a fair and accessible communications market for Australia.

Our purpose is to resolve complaints fairly and drive improvement in a dynamic communications environment.

Our goals:

A flexible, high-performance culture in which we thrive
An operating model that is dynamic and fit for purpose
Deliver a valued and valuable service to consumers and community.
Deliver a valued and valuable service to industry.
Influential and trusted voice shaping the dispute resolution environment in a changing communications market.
Future ready systems and processes to ensure we remain relevant, accessible and effective.

Performance indicators
Green: We met or exceeded our targeted benchmark score.
Orange: We have partially met our targets.
Red: We did not meet our targeted benchmark score.

Goal 1

A flexible, high-performance culture in which we thrive

This goal reflects that our people are core to our service. We aim to have an energised, trusting and courageous team members. It also supports our people to develop and perform well in the continually evolving communications environment we operate in.

Goal 2

An operating model that is dynamic and fit for purpose

This goal makes sure our processes are accessible and adaptive, even when complaint levels fluctuate or the telco industry changes, the service we deliver needs to be ready to evolve too. It also affirms our commitment to transforming the complaint handling services we offer to meet the expectations of the Australian community, telcos, government, and regulators.

Goal 3

Deliver a valued and valuable service to consumers and community

This goal supports us to provide a complaint handling service to consumers and community that is accessible, fair and efficient. It guides the engagement activities we participate in to keep them focused on ensuring we reach the people we need to and have the impact expected of us. This goal also supports raising awareness of the value our dispute resolution services provide.

Goal 4

Deliver a valued and valuable service to industry

We must maintain collaborative working relationships with telcos that are required to be members of the TIO scheme. The relationship between us and our members should support complaints being handled and resolved in a way that is efficient and fair. We should be demonstrating value to our members through the dispute resolution services we provide.

Goal 5

Influential and trusted voice shaping the dispute resolution environment in a changing communications market

This goal drives us to make effective use of our data, knowledge, and experience as part of the communications ecosystem and as a complaint handling service. It supports us to drive industry improvement through influencing policy debates and regulatory responses to the communications market.

Goal 6

Future ready systems and processes to ensure we remain relevant, accessible and effective

This goal ensures that the technology we use and the way we collect, collate and store data will remain fit for purpose now and into the future. It supports us investing and maintaining technology, systems and ways of working that are robust, secure, innovative and scalable.