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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.

TIO position statements

03 Feb 2015

We are pleased to release the following three new position statements after consulting with industry and consumer representatives. 

TIO holiday closure information

18 Dec 2014

The TIO will be closed during the Christmas holiday period from Thursday 25 December 2014 and will re-open at 9am on Monday 5 January 2015.

Directing your correspondence to the TIO

18 Dec 2014

There are several reasons why members contact the TIO in writing about a complaint. We want to respond to your emails as quickly as possible. 

Plain language Terms of Reference effective today

01 Dec 2014

The TIO’s plain language Terms of Reference, which explain the TIO’s objectives and rules more clearly using an accessible, plain English format, take effect today and are available on our website. 

TIO position statements

01 Dec 2014

We are pleased to release the following four new position statements after consulting with industry and consumer representatives. The new position statements will be effective from 13 January 2015. They are the sixth set to be released as part of the TIO's wider position statements review.

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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.

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