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Ombudsman's message

13 September 2011

2011 has seen a number of improvements at the TIO, responding to feedback from members about the way we provide our services:

  • In January 2011 we eliminated recharges for Level 1 complaints, reducing the cost of TIO services to members.
  • In January 2011 I also exercised my discretion to modify our processes for complaints from consumers in mass service disruption areas, to compliment the actions of service providers in flood and cyclone affected communities.
  • In February 2011 we provided a suite of new reports bringing together information that Members commonly request from the TIO, to assist Members in identifying key complaint drivers and issues that may require extra attention.
  • In April 2011 we completed the transition of all TIO Members from quarterly-in-advance to monthly-in-arrears billing, a simpler and fairer process with cash flow and other benefits to service providers.
  • In May 2011, we moved from fax to email for our Level 2 closure notices. We have since progressively moved almost all remaining TIO correspondence that was not emailed to email delivery, an approach strongly encouraged by service providers. I provide an update on this below.

This edition of MNews provides further information on our progress in rolling out a revised conciliation process for Level 2 cases. The conciliation process is delivering tangible benefits for consumers and service providers, including faster resolutions and fewer escalations. We also provide information about our new website, and improved processes to notify Members about the progress of complaints.

I encourage Members to continue to let us know your views about our processes and procedures. This feedback is vitally important as we look to continually improve the services provided by the TIO.

Faulty landlines

Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

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