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The TIO’s new complaint management system

22 May 2012

This month, the TIO successfully completed the first stage of our new complaint management system, called RADaR. We cut-over to RADaR on Tuesday 1 May 2012.

You may have noticed that our complaint correspondence, that is our emails and letter templates, have changed. Members have told us that they are happy with the changes and have also come up with some helpful suggestions about further improvements .  One change you may have noticed is that  the subject headings in our complaint correspondence are now different. Complaints that the TIO refers to its members now originate from TIO.InvestigationsTeam@tio.com.au.

We thank those members that have worked with us to identify potential areas for improvement and provided feedback. Please email members@tio.com.au or call Member Communications on 03 8680 8424, if you require information on the changes or if you have feedback.

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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