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Industry Improvement and Systemic Issues is the new name for the Industry Improvement Team

06 March 2014

Industry Improvement has changed its name to Industry Improvement and Systemic Issues. This change was made to assist external bodies in understanding the work carried out by the team.  If you aren’t familiar with the work the Industry Improvement and Systemic Issues team do – here’s a quick outline:

  • the team works with service providers to help improve their processes to reduce the cases of complaint

  • team members review complaint trends and engage with providers about the causes of complaints

  • the team investigates systemic issues and works with service providers to bring about agreed resolutions

  • team officers provide advice on emerging issues and systemic complaint issues

  • the team liaises with industry regulators and shares information about our activities.

Team members will now be known as Industry and Systemic Issues Specialists.

In the coming weeks the team will also be changing the emails and letters we send to you - in line with a new simplified systemic complaint handling process.

You are welcome to contact the team on if you have any questions or would like to discuss a complaint issue.

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614