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Telecommunications Industry Ombudsman

Telecommunications Industry Ombudsman. Provides free, independent, just, informal and speedy resolution of complaints about telephone and Internet access services. Silvia Superina International Training Program ACMA 12 September 2006. The TIO.

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Telecommunications Industry Ombudsman

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  1. Telecommunications Industry Ombudsman Provides free, independent, just, informal and speedy resolution of complaints about telephone and Internet access services. Silvia Superina International Training Program ACMA 12 September 2006

  2. The TIO • Was established in 1993 under the Telecommunications Act. • Is independent of both government and the telecommunications industry. • Is governed by a council of consumer and industry representatives.

  3. The TIO is an office of last resort Consumers must attempt to resolve their problem directly with their phone company or Internet Service Provider (ISP) before lodging a complaint with the TIO.

  4. TIO Membership • Telecommunications carriers and service providers are required by legislation to be members of the TIO Scheme. • There are currently more than 1000 TIO members.

  5. The TIO is funded by its members, who are charged according to the number of complaints lodged against them Level 1 $30.00 Level 2 $220.00 Level 3 $400.00 Level 4 $1500.00 Level 4 (land access) $3000.00 TIO Funding

  6. Complaint resolution timeframes

  7. The TIO can investigate complaints about: • Standard telephone services • Mobile phone services • Internet access • Billing • Faults • Provision (connections) • Customer transfer • Privacy matters • Land access • Directory assistance • Breaches of industry codes

  8. The TIO can’t investigate complaints about: • Matters of government policy • Customer premises equipment (except mobile handsets & rental equipment) • Setting of tariffs/charges • Industry disputes • Content of a content service

  9. The TIO’s approach to dispute resolution • Ensures that attempts have been made to resolve the problem directly with the company. • Listens to both sides of the story. • Requests further information where necessary. • Seeks a fair and reasonable resolution. • If no agreement can be reached, will make a determination.

  10. TIO Powers • Determinations to the value of $10,000 • Recommendations to the value of $50,000 • The TIO can direct a member: • to connect or reconnect a service • not to impose a charge • to include or omit an entry in a directory • to do, not to do, or cease doing an act

  11. TIO Annual Complaint Issue Numbers

  12. Landline Service Complaints2005-2006

  13. Mobile Service Complaints2005 - 2006

  14. Internet Service Complaints2005-2006

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