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Member News

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

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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.

Ombudsman’s briefing to members

22 May 2012

In March, the Ombudsman provided briefings to members in Brisbane, Gold Coast, Sydney, Melbourne, Adelaide and Perth. One hundred and forty-five representatives from 51 member organisations  took the opportunity to be updated by Ombudsman Simon Cohen.

Improvements to invoices

22 May 2012

As part of the TIO’s continued commitment to provide improved billing information to members, we have made some minor updates to your monthly invoice. The updates provide members with a greater level of visibility around  billing charges.

Change to Complaint Handling Procedure – Reclassification Requests

22 May 2012

The TIO recently posted updated Complaint Handling Procedures concerning its handling of Members’ requests for reclassification of complaints.

Exemption from complying with CSG Standard for extreme weather events or natural disasters (Mass Service Disruptions)

22 May 2012

Member Communications has received an increase in Member enquiries about particular rules in the Telecommunications (Customer Service Guarantee) Standard 2011 (the CSG Standard).  As a result, we thought it would be useful to provide a list of things you need to know about Mass Service Disruptions (MSD).

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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