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We want to be better and we need your help

The Telecommunications Industry Ombudsman (TIO) is undergoing a digital transformation led by human centred design (HCD) and we need your help to make our service better. 

What is Human Centred Design?

HCD is an approach to problem solving. HCD develops solutions to problems by involving the human perspective in all steps of the problem-solving process. This is how your experience using our service will help us improve the way we help our community.  

How will we get there?

Our digital transformation roadmap is being informed by

  • our experience handling hundreds of thousands of phone and internet complaints each year,
  • the experience of members (telcos) of our scheme, and
  • your experience as somebody who complained to us.

How can you help?

We would like to know what your experience was like when you last contacted us for help with a complaint. We're especially interested in any interactions you had with us over the Internet.

If you're keen to be interviewed for this research, or you simply want to know more about the process, there is more information and a registration form here.  

Our research partner, Today, will contact you if you are chosen to proceed to an interview.