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Member Online Education

Member Online Education (MOE) is a series of free online resources that TIO members can access to learn about TIO processes and to get information about best practice complaint handling. 

Using the modules can help telcos understand how to handle TIO complaints from referral through to investigation and their obligations as a telecommunications service provider.

Modules available

1. Introduction to the TIO

This module has general information about the TIO that will be helpful for new providers and complaint handling staff at existing providers.

Screenshot from MOE module 1

2. TIO complaint handling procedures

This module details how to handle a TIO complaint from referral to conciliation and investigation.

Screenshot from MOE module 2

3. Best practice complaint handling

This module provides you with some practices and strategies to help you deal with complaints effectively.

Screenshot from MOE module 3

How to access the modules

MOE is accessible only to TIO members who have registered. 

To register, please  contact Member Services via email or call 03 8680 8424.

Questions?

You can find more information in the Frequently Asked Questions section. You can also read more in the MOE factsheet for members.

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?