Extended opening hours for TIO contact centre
The TIO’s contact centre hours were previously aligned with Victorian and New South Wales time zones – Australian Eastern Daylight Time and Australian Eastern Standard Time. For members and consumers based in Western Australia, this only allowed a narrow timeframe to discuss a case, with a five to six hour window instead of the eight and a half hour standard work day.
The new operating hours allow better access to TIO services for those in different time zones, and offers more flexibility for people and small businesses to call the organisation at a time that is convenient for them.
Assistant Ombudsman of Early Resolution James McDonald is leading the project.
James said, “Being from Perth, I can really appreciate what a difference these extended operating hours will have for consumers on the West Coast. But not only that, people on the East side of the country can call us after work, after the kids have gone to bed, or as they wake up for their night shift. And many small businesses will now be able to contact us after they've finished up their own work day. The new hours will make it easier for everyone to call us at a time that suits them.”
The TIO is here to help everyone in Australia with their telco complaint regardless of where they live.