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.