TIO reduces workforce

Ombudsman Simon Cohen today informed employees of a net staff reduction of 19 positions. The announcement follows a period of consultation with TIO staff. The response follows a fourth year of reduced complaints to the TIO.

“Telcos have been making real improvements, in their networks, their plans and their customer service. And there are stronger rules and regulations to make sure consumers are treated fairly,” Mr Cohen said. “One reason for these changes has been the TIO’s role in highlighting the causes of customer complaint and working with the industry to improve services. The need to reduce our workforce reflects the success of this work.”

The workforce reductions are primarily in support areas, and include a number of management, policy and administrative roles. The reductions will not impact on the front-line delivery of dispute resolution services by TIO.

The announcement follows a suite of measures already taken to respond to the reducing number and changing nature of complaints being made to the TIO. These measures include the ending of the case officer role last month, resulting in 10 staff accepting redundancy.

New complaints to the Telecommunication Industry Ombudsman have reduced from a peak of 197,682 in 2010-11, to 138,964 in 2013-14.