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TIO launches online education modules for providers

14 December 2015

Best practice complaint handling and the role of the TIO are some of the topics that are covered in a series of interactive resources that the TIO will launch on 16 December 2015.

The modules are intended to be used as a reference for telco staff who deal with customer complaints. The modules include guidance on what to do when the TIO refers a customer complaint to the provider, industry‚Äôs obligations when dealing with TIO complaints, and links to useful documents such as industry codes. 

The information is delivered using videos, audio, case studies and animations.

The modules are:

  • Introduction to the TIO: general information about the TIO. 
  • TIO Complaint Handling Procedures: how to handle a complaint referred by the TIO.
  • Best Practice Complaint Handling: advice and strategies to deal with customer complaints.
The TIO created and distributed the modules to assist telco staff increase their knowledge, with the longer-term aim of reducing TIO complaints by assisting service providers to improve their complaint handling. 

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