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Terms of Reference and Company Constitution

 

Terms of Reference 


The TIO Terms of Reference explain the types of complaints we can handle, and how we handle them. They confirm we can handle a systemic issue with or without a complaint. They also explain our other functions and powers. The Terms of Reference describe the responsibilities of the Board, and specify which of the Ombudsman’s powers can be delegated to TIO staff.

  1. The TIO Scheme
  2. Complaints we handle
  3. How we handle complaints
  4. Other rules about complaints
  5. Systemic issues
  6. Our other roles
  7. Managing the TIO Scheme


Download a printable version of this document (PDF)

 

Company Constitution 


The Company Constitution establishes TIO Limited as a public company overseen by a Board of Directors and funded by its Members. It also enables the creation and amendment of the Terms of Reference and binds the TIO and its Members to the Terms of Reference.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614