Amendment to our Complaint Handling Procedures
Statement attributable to Ombudsman Judi Jones:
After consultation with the Board, I have amended clause 3.3 of the Complaint Handling Procedures to allow me to change the timeframes for complaint handling, when a disaster has been declared under the Telecommunication Industry Ombudsman’s Business Continuity Plan. I have declared the current COVID-19 pandemic is a disaster under the Business Continuity Plan, and from Thursday 26 March 2020, have increased the time to respond to standard (non-urgent) referrals from 10 to 15 days.
Our media statement provides more information on this and the additional support for urgent cases.