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We update our members regularly about changes to our process, billing and government regulations with our Member News e-newsletter and website blog posts.

New Member Portal Report – TIO Charge Per Complaint

04 Mar 2013

A new report is now available to members on the TIO’s member portal.

TIO closed on Christmas Day, Boxing Day and New Year’s Day

07 Dec 2012

The TIO will be closed on the following public holidays:

  • Christmas Day – Tuesday 25 December 2012
  • Boxing Day – Wednesday 26 December 2012
  • New Year’s Day – Tuesday 1 January 2013

TIO Keywords List

07 Dec 2012

The TIO records ‘issues’ to capture the different concerns that are presented by each new complaint. Issues are selected from a choice of keywords that are aligned to industry codes or common complaint categories that the TIO has identified. TIO keywords are made up of three tiers with the first tier categorising the general subject matter of the complaint and the second and third tiers identifying the precise nature of the complaint.

New TIO procedure to deal with non-compliance

07 Dec 2012

On 1 December, the TIO introduced a new complaint handling procedure to deal with providers that do not join or refuse to comply with the TIO Scheme.

Is your CSG waiver current? Does it comply with the CSG standard?

07 Dec 2012

It’s been more than a year since the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard) was amended.

Since the changes to the CSG Standard came into effect, the TIO has noticed that not all service providers have reviewed their policies and procedures and relevant documentation to ensure that waivers comply with Part Five of the CSG Standard.

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Phone and Internet Bundle

case study image

A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

Next step?