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Systemic investigations

Most of the complaints we receive are dealt with on a case-by-case basis. However, we may look into broader issues that have the potential to affect many consumers. We will work with you to try and fix any potentially systemic issues we identify.

For more information about how the TIO approaches systemic investigations, see our Systemic Issues Complaint Handling Procedures

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?