Automation and innovation enhancing complaint resolution at the TIO

On 1 July 2023, a new referral contact process was launched by the TIO’s Early Resolution Team. The new process sees an automated message sent to consumers via text or email at the end of the referral period, after the telco has had an opportunity to address the consumer's issue. For consumers that do not have SMS or email capability, or may require extra care, the Team will call them directly.

This process innovation arose from Recommendation 11 in last year’s Independent Review of the TIO. The recommendation called for the TIO to follow up with consumers after their complaint had been referred to their telco. To deliver the proposed outcome, the TIO began an exploration into the use of automation and “bots”.

On 1 July 2023, the new referral contact process was launched. Once the referral period has ended and the telco has had an opportunity to address the consumer's issue, an automated message is sent to consumers. This is sent via text message or email. For consumers that do not have SMS or email capability or may require extra care, the TIO will call them directly.

This process encourages consumers to notify the TIO if their complaint remains unresolved, enabling both the TIO and the telco to stay informed about the complaint's status.

David Anderson, Operations and Quality Lead at the TIO, shared his enthusiasm for this new step in the complaint resolution process. “This change will make it easier for consumers to get back in contact with us, and for complaints to efficiently move though our complaint handling procedures.”

“We look forward to continuing to improve the consumer and member experience and achieving a fair outcome for all.”