TIO to launch enhanced and accessible complaint form

The TIO’s online complaint form will be updated to simplify the process for consumers, and to capture additional data key to driving fair and reasonable outcomes. From October 10, our new form will be in place for all new complaints. It comes with a new look and feel and offers consumers a function to track the status of their complaint.

Most importantly, the form will ask for additional relevant information from consumers to add context to their complaint such as situational or enduring vulnerability.

Ombudsman Cynthia Gebert says that an updated complaint form is part of the TIO’s ongoing commitment to the principles of accessibility and inclusivity.

“We’ll be able to capture important data that allows us to respond most appropriately to the needs of the consumer so we can meet people where they are,” she said.