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Member Survey 2013

01 May 2013

The TIO is pleased to announce that its Member Satisfaction Survey 2013 begins today (May 1). The survey will be open to all members to provide feedback until May 31.

We encourage you to take this chance to give us feedback and help us improve our services to you. The 2013 survey, designed by Customer Service Benchmarking Australia (CSBA), will concentrate on three areas.

General Membership Survey

You are invited to complete this six-minute questionnaire and tell us what you think of the TIO’s performance overall. The survey, hosted by CSBA, is open to all members of TIO Ltd and can be completed anonymously.

Please complete the TIO’s 2013 General Membership Survey.

Case Specific Survey

The TIO is seeking your views about the TIO’s handling of complaints using the Conciliation process, which was introduced last year.

From May 1, each time the TIO notifies you that a conciliated case has been closed, we will include a link to a six minute questionnaire at the end of the notice. This questionnaire will ask for your thoughts about the way the TIO handled that particular complaint.

Account Management Survey

In 2011, the TIO introduced an Account Management model to provide a better and more efficient service to those members we have the greatest amount of contact with.

We are keen to understand how effective our account management approach is.  Members in the Top 50 (by complaint volume) will be invited to take part in interviews about their experience with the TIO and their account manager. CSBA will conduct the interviews.

More information and contact details

For more information about your TIO membership or clarification of this post, please contact members@tio.com.au or 03 8680 8424.

For more information about Customer Service Benchmarking Australia (www.csba.com.au) and the methodology it will be using, feel free to contact Glendon Hubner at glendon.hubner@csba.com.au.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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