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  • Home - Mobile site
    dispute resolution service for small business and residential consumers in Australia who have a complaint about their telephone or internet service We are independent and do not take sides About us Making a complaint Consumers Publications Members Privacy Legal Contact

    Original URL path: http://m.tio.com.au/ (2013-02-02)
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  • About us - Mobile site
    to deliver an exceptional telecommunications dispute resolution service for consumers service providers and the Australian community We aim to contribute to better customer service and complaint handling within the telecommunications industry The TIO plays four main roles in the Australian telecommunications industry Resolving disputes the TIO s first and primary role is to provide a dispute resolution service that is accessible independent fair efficient responsive and effective Improving telecommunications services the TIO assists telecommunications service providers and their industry to improve their services to consumers through identifying systemic issues and engaging with industry representatives Being an independent voice the TIO is an independent and expert voice about matters affecting telecommunications consumers We provide information and analysis to government and industry and reach out to the community Leading by example the TIO is innovative adaptable collaborative responsive resilient and forward thinking We value very highly the work of our people and support their ongoing development of knowledge and skill Powers We are able to investigate complaints about telephone and internet services including by collecting all documentation and information relevant to the complaint The TIO has the authority to make Binding Decisions decisions the telecommunications company is legally obliged to implement up to the value of 50 000 and Recommendations up to the value of 100 000 For complaints received by the TIO before 1 July 2012 the TIO has the authority to make Binding Decisions up to 30 000 and Recommendations up to 85 000 The TIO also has the power to exercise its discretion not to investigate or further investigate a case in certain circumstances Structure The TIO is independent of telecommunications companies consumer groups and government The structure of the TIO is designed to ensure the Ombudsman s independence The TIO is governed by a Council and a Board

    Original URL path: http://m.tio.com.au/about-us (2013-02-02)
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  • Making a complaint - Mobile site
    you have made a complaint to the telecommunications service provider you can lodge a complaint with us Submit a new complaint Step 3 Update your existing complaint Once you have submitted your complaint you can use the Update your complaint form to tell us about any developments with your complaint All you need is your reference number your name and address If you want to send us any attachments please

    Original URL path: http://m.tio.com.au/making-a-complaint (2013-02-02)
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  • Consumers - Mobile site
    complaints we take into account the law good industry practice including industry codes TIO position statements potential vulnerability of the consumer and what is fair and reasonable in all the circumstances We use a number of methods to help you reach an agreement with your service provider Referral We refer your complaint to the service provider to give you another chance to fix it together Conciliation We will talk with

    Original URL path: http://m.tio.com.au/consumers (2013-02-02)
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  • Publications - Mobile site
    to make legally binding decisions or determinations on service providers All determinations with the names of service providers and consumers removed are published on our website TIO Talks is published four times a year and provides consumers with regular updates on our key statistics case studies and consumer tips This publication is available in hard copy and online We issue regular media releases which provide comment on topics of interest including the contents of TIO Talks and our annual report Document format Some documents on this site are available as Portable Document PDF format You will need Adobe Acrobat Reader to view PDFs It is available as a free download from the Adobe website The Accessibility Resource Centre at Adobe provides a number of tools that can help people who use speech readers to read the content of PDF documents These tools work by converting PDF documents to text readable by speech readers These tools are free of charge and most require no downloading of files Annual Reports 2012 Annual Report 2011 Annual Report 2010 Financial Report Members list issues by category glossary 2010 Member Statistics See more documents from the Annual Reports section Determinations Determination 4 February 2011 See more documents from the Determinations section Factsheets and brochures TIO Factsheet Industry Codes and complaints Free publication order form Compensation claims for loss of business printable Multicultural brochure Publication order form See more documents from the Factsheets and brochures section TIO Talks TIO Talks Dec 2012 TIO Talks June 2012 TIO Talks Feb 2012 TIO Talks Dec 2011 TIO Talks April 2011 See more documents from the TIO Talks section Other publications KPMG Telecommunications Industry Ombudsman Scheme Review Board response KPMG Telecommunications Industry Ombudsman Scheme Review Summary Discount notice annotated Resilient Consumers report Aug 2011 TIO Review 2006 See more

    Original URL path: http://m.tio.com.au/publications (2013-02-02)
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  • Members - Mobile site
    you help you improve your service and reduce the complaints you receive We do this by providing every opportunity for you to resolve your complaints with your customers making available regular detailed reports about the types of complaints you are receiving so that you can identify areas of improvement providing information about best practice complaint handling procedures and your legal obligations undertaking systemic investigations to identify problems that may affect

    Original URL path: http://m.tio.com.au/members (2013-02-02)
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  • Privacy - Mobile site
    authority to require our office to supply case details that may include personal information If this occurs we will comply with the requirements and advise you that we have done so On rare occasions the TIO hires specialist contractors to assist with resolving technical and complex complaints When this occurs the TIO will obtain your consent prior to hiring the contractor and the contractor will be required to sign a confidentiality agreement before commencing Other information collected by the TIO In order to carry out its functions the TIO maintains a database of telecommunications companies who are members of the TIO The TIO also maintains a database of individuals and organisations who have asked to receive TIO publications and media releases Access to your information Under the legislation you have the right with some exceptions to access the information about you that the TIO may have collected and held Access to your information can be arranged by contacting the TIO s Privacy Officer see contact details below If your file contains reference to a third person the details of whom may have been supplied to the TIO during the course of an investigation we will delete all reference to the third party prior to releasing the documentation Any complaints about the TIO s privacy policy or procedures can be made to the TIO s Privacy Officer Contact details Privacy Officer TIO Ltd PO Box 276 West Melbourne VIC 8007 Freecall 1800 062 058 Freefax 1800 630 614 TTY 1800 675 692 Email privacy tio com au This policy may change from time to time and was last updated on 8 November 2012 Information logged on this website What information does the TIO website collect To help ensure that our website is providing useful advice to as many people as possible some statistical information is collected by the service provider that hosts our site When you visit the TIO website the following information will be collected Your server address Your top level domain name eg com gov au etc Time and date of your visit Website pages accessed and documents downloaded Previous site visited Type of browser used This information is collected for statistical purposes only No attempt will be made to identify you or your browsing activities except in the unlikely event of an investigation where a law enforcement agency may exercise a warrant to inspect the Internet service provider s log files Electronic mail addresses The TIO will only record your email address if you send us a message This will only be used for the purpose for which you have provided it and will not be added to a mailing list unless you request that this be done We will not disclose your email address without your consent unless you are lodging a complaint against a telephone or Internet service provider see above for details Searches Search terms that you enter when searching our site are collected but are not associated with any other information that we collect

    Original URL path: http://m.tio.com.au/privacy (2013-02-02)
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  • Legal - Mobile site
    by the Telecommunications Industry Ombudsman should be in accordance with the Copyright Act 1968 For any enquiries regarding intellectual property please contact the Communication Manager Disclaimer General The information contained on this website is distributed as a general information source only While the Telecommunications Industry Ombudsman makes every effort to ensure the currency and accuracy of the information the Telecommunications Industry Ombudsman makes no specific statement representation or warranty about the accuracy or completeness of the information contained on this website We recommend that you contact the Office to obtain specific advice about your particular complaint or situation rather than relying upon information contained on this website Despite our best efforts we make no warranty that the information in this publication is free of infection by computer viruses or other contamination The Telecommunications Industry Ombudsman disclaims all responsibility and liability including without limitation liability in negligence for all expenses losses damages and costs you might incur as a result of the information being inaccurate or incomplete in any way and for any reason Links disclaimer The links offered from this web site are provided for the interest of our users They have been included because the content has been deemed

    Original URL path: http://m.tio.com.au/legal (2013-02-02)
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