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Our performance

Measuring our performance

Tracking how we perform against our goals ensures the TIO can adapt and grow in a changing communications environment, maintaining what’s working well and updating what’s not. As technology changes, and needs and expectations change with it, we remain focused on the future and providing a valuable service for all consumers, community and industry. 

We’re committed to keeping you informed when we meet and surpass our benchmarks and highlighting the areas for improvement as we work towards our goals.  

Our vision is to create a fair and accessible communications market for Australia.

Our purpose is to resolve complaints fairly and drive improvement in a dynamic communications environment. 

Our goals:

Performance indicators
Green: We met or exceeded our targeted benchmark score.
Orange: We have partially met our targets.
Red: We did not meet our targeted benchmark score.

Goal 1

This goal reflects that our people are core to our service. We aim to have an energised, trusting and courageous team members. It also supports our people to develop and perform well in the continually evolving communications environment we operate in.

 

 

Goal 2

This goal makes sure our processes are accessible and adaptive, even when complaint levels fluctuate or the telco industry changes, the service we deliver needs to be ready to evolve too. It also affirms our commitment to transforming the complaint handling services we offer to meet the expectations of the Australian community, telcos, government, and regulators.

Goal 3

This goal supports us to provide a complaint handling service to consumers and community that is accessible, fair and efficient. It guides the engagement activities we participate in to keep them focused on ensuring we reach the people we need to and have the impact expected of us. This goal also supports raising awareness of the value our dispute resolution services provide.

Goal 4

We must maintain collaborative working relationships with telcos that are required to be members of the TIO scheme. The relationship between us and our members should support complaints being handled and resolved in a way that is efficient and fair. We should be demonstrating value to our members through the dispute resolution services we provide.

Goal 5

This goal drives us to make effective use of our data, knowledge, and experience as part of the communications ecosystem and as a complaint handling service. It supports us to drive industry improvement through influencing policy debates and regulatory responses to the communications market.

Goal 6

This goal ensures that the technology we use and the way we collect, collate and store data will remain fit for purpose now and into the future. It supports us investing and maintaining technology, systems and ways of working that are robust, secure, innovative and scalable.

Free, fair and independent help for phone and internet complaints.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.