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Resolving complaints

Sorting out consumer complaints before they get to the TIO, or at an early stage in our process, is good for your consumers, and reduces your TIO fees. We recommend:

  • keeping the consumer up to date with the progress of the complaint
  • trying to resolve a new complaint as quickly as possible
  • writing a letter to the consumer if they are not satisfied with the resolution you have offered, and clearly explaining your reasoning
  • avoiding the use of technical jargon with consumers and TIO officers, since the customers may receive a copy of any correspondence you send to us
  • clearly explaining how you think the complaint should be resolved, even if it is different than the one proposed by the consumer. Offering a resolution does not mean that you are at fault, but is an opportunity for you to reconcile with the consumer and quickly end the complaint.

Non-response to TIO complaints or communications, failure to act, or evasive or obstructive conduct potentially demonstrates non-compliance with the TIO scheme. We refer non-compliant organisations to the ACMA, and publish information about the organisation’s non-compliance, in line with our complaint handling procedure CHP: Refusal to join or failure to comply with the TIO Scheme.

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?