“Project ECHO” (Excellence Complaint Handling Optimisation) is designed to enable the TIO to become a 21st Century Ombudsman by aligning the technological functions of the office to the modern requirements for effective and innovative complaint management and resolution.
Search
Directed by a small team of TIO Dispute Resolution Officers, the project saw 75% of complaints resolved in a single conference call, and 91% of complaints resolved with a small amount of follow up work. In addition, a high proportion of the remaining complainants agreed on a pathway to resolution during the conference call.
The Telecommunications Industry Ombudsman welcomes yesterday’s announcement by Minister Fletcher about new telco regulations which mandate stronger industry-wide identity verification measures before mobile numbers can be transferred from one provider to another.
Complaints to the Telecommunications Industry Ombudsman about mobile number theft included consumers having their bank accounts drained by fraudsters and their email inboxes accessed.
Every year the TIO receives more than 2,300 complaints from consumers who are unable to pay their phone or internet bills due to financial hardship. The TIO’s Systemic Investigation Team looked into these complaints to shine a light on the consumer experience and challenges faced by telcos when dealing with consumers in financial hardship.
In this 30-minute webinar, we will share:
The new Perth office will allow the TIO to extend its operating hours with locally based employees working their local standard hours. This will make the TIO’s dispute resolution services more accessible for all Australians, but especially for those in the west-coast time zone.
The expansion of the office, known internally as Project Kaya*, also enables the organisation to diversify its work force and advertise Perth-based roles. Recruitment is currently underway for a team leader, and subsequent roles will be advertised before the end of this financial year.
Consumer complaints to the Telecommunications Industry Ombudsman (TIO) reached a six-year low in 2013-14, according to the TIO Complaints - the Year in Review 2013-14 report, released today.
The TIO received 138,946 new complaints about landline, mobile and internet services in the 2013-14 financial year, a 12.4 per cent decrease from the previous year.
Under this arrangement, Judi will continue to issue directions on land access objections and make decisions that are not already delegated to approved decision makers.
This decision is based on providing a smooth transition for the organisation until Cynthia Gebert commences in the Ombudsman role on Monday 2 May. During the transition period, the TIO will continue to focus on its purpose of delivering a fair, independent, and accessible dispute resolution service and improving outcomes for members and consumers.
Complaints about mobile coverage made to the Telecommunications Industry Ombudsman (TIO) dropped to a three-year low in October-December 2013, according to TIO Talks, released today.
Consumers reported 2,812 mobile coverage issues in October-December 2013 - a 30 per cent decrease from the previous quarter. This type of complaint is at its lowest since July-September 2010, when the TIO recorded 2,052 coverage issues.
The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s (ACMA) intention to impose new rules to better protect consumers migrating to the National Broadband Network (NBN).
Australian residential consumers and small businesses made 27,195 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2016 to 30 June 2017) about connection and fault issues relating to services delivered over the NBN.