The TIO is introducing a new element to our procedure for handling complaints in which an account holder says their telecommunications service has been transferred to another provider without their consent.
While these complaints will continue to be registered against the Gaining Service Provider (GSP), we will also notify the Losing Service Provider (LSP) about the complaint.
The purpose of the new notification is to encourage a faster resolution of this type of complaint. The GSP and LSP will both be aware of the matter, which should streamline communication between them and with the consumer.
- If you are the Losing Service Provider:
You may receive an email with the subject line Transfer of service advice.
You may wish to contact the consumer or the GSP to discuss the complaint. If reversal of the transfer is the agreed resolution to the complaint, you may be able to assist with this (under clause 4.1.11 of the Local Number Portability Code or clause 4.18.2 of the Mobile Number Portability Code).
- If you are the Gaining Service Provider:
the complaint summary sent with the TIO’s referral notification will advise you that in this instance we have also communicated with the LSP. There are no other changes to the TIO’s standard procedures for handling this type of complaint, and you remain responsible for working with the consumer to resolve the complaint.
- Consumers will be informed that:
the GSP has primary responsibility to work with them in resolving the complaint, but we have also notified the LSP (who may or may not contact them).
The notification to the LSP will not incur any TIO charge.
If you have any questions, please contact the TIO's Industry Engagement team.