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  • Member news - Mobile site
    be closed on Melbourne Cup Day on Tuesday 6 November 2012 All members should add an extra day to the due date for responses where Melbourne Cup Day falls within the response timeframe TIO complaint charges 01 Nov 2012 If you have received a TIO invoice in the past 12 months you may have noticed some variance in the total cost of a complaint TCP Code update 28 Sep 2012 TIO implements new keywords in response to new TCP Code from 1 October 2012 Changes to Level 1 notifications and No Contact process from 10 August 2012 08 Aug 2012 Based on feedback received from providers the TIO has reviewed and implemented changes to its Level 1 notification letters and its no contact process We believe the changes outlined below will make it easier for you to contact consumers allowing for speedy resolution of complaints Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO procedure to deal with non compliance Is your CSG waiver current Does it comply with the CSG standard Ombudsman presentation at the CommsDay

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=2 (2013-02-03)
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  • Member news - Mobile site
    Jul 2012 We recently published some important points service providers need to keep in mind about extreme weather events and the Telecommunications Customer Service Guarantee Standard 2011 the CSG Standard Please take time to read this carefully and remember that providers cannot rely on an MSD declared by their wholesaler they must declare an independent MSD Amendments to the TIO s Constitution 28 Jun 2012 In December 2011 the TIO Council approved a number of amendments to the TIO Constitution and recommended to the Board that these be adopted The TIO Board has subsequently approved the amendments which have also been the subject of consultation with the Federal Ministers for Telecommunications and Consumer Affairs The amendments which are set out below come into effect on 1 July 2012 Changes to Small Business Policy 28 Jun 2012 The TIO is often asked by members to clarify whether it has jurisdiction where a business of considerable size complains to the TIO The issue of whether the TIO considers a consumer a small business has sometimes led members to assume that complaints by businesses they regard as large are out of the TIO s jurisdiction Previous 1 2 3 4 5 6 7

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=3 (2013-02-03)
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  • Member news - Mobile site
    the Industry Engagement team from 1 July 2012 A new vision takes Telecommunications Ombudsman into the future 21 Jun 2012 The Telecommunications Industry Ombudsman is expanding its Vision and Roles beyond dispute resolution to deal more effectively with systemic issues Through this new focus reported in the June edition of TIO Talks released today the TIO aims to contribute to better customer service and complaint handling within the telecommunications industry The TIO s new complaint management system 22 May 2012 This month the TIO successfully completed the first stage of our new complaint management system called RADaR We cut over to RADaR on Tuesday 1 May 2012 Ombudsman s briefing to members 22 May 2012 In March the Ombudsman provided briefings to members in Brisbane Gold Coast Sydney Melbourne Adelaide and Perth One hundred and forty five representatives from 51 member organisations took the opportunity to be updated by Ombudsman Simon Cohen Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO procedure to deal with non compliance Is your CSG waiver current Does it comply with the

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=4 (2013-02-03)
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  • Member news - Mobile site
    with CSG Standard for extreme weather events or natural disasters Mass Service Disruptions 22 May 2012 Member Communications has received an increase in Member enquiries about particular rules in the Telecommunications Customer Service Guarantee Standard 2011 the CSG Standard As a result we thought it would be useful to provide a list of things you need to know about Mass Service Disruptions MSD Code Compliance training a message on behalf of Communications Alliance 22 May 2012 Communications Alliance is holding one day training workshops for service providers in Sydney Melbourne and Brisbane in June 2012 The training focuses on compliance with the new Telecommunications Consumer Protections Code scheduled to come into effect mid 2012 Update on TIO s new complaint management system 04 May 2012 The TIO s new complaint management system was launched this week Overall the implementation was very successful despite some high call volumes and minor delays following our planned closure on Monday 30 April 2012 Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO procedure to deal with non compliance Is your CSG

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=5 (2013-02-03)
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  • Member news - Mobile site
    Telecommunications Industry Ombudsman are continuing joint efforts to tackle scams relating to mobile phones SMS and email Small businesses make more complaints to TIO 29 Feb 2012 Complaints from small businesses about their telecommunications services increased 52 per cent in the last financial year the Telecommunications Industry Ombudsman TIO reports in the latest issue of TIO Talks published today Ombudsman to brief TIO Scheme Participants in March 2012 27 Feb 2012 Ombudsman Simon Cohen is holding briefings across Australia next month to provide information to TIO scheme participants about improvements in the way the TIO is providing services The dates and venues are detailed below Work report of the TIO Council July December 2011 03 Feb 2012 The TIO Council met four times during the second half of 2011 to discuss and provide advice on the ongoing changes being faced and implemented by the TIO The Council has continued to contribute to the development of the strategic plan by the Ombudsman which should be finalised early in 2012 Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=6 (2013-02-03)
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  • Member news - Mobile site
    providing services Pay TIO invoices with Visa MasterCard 31 Jan 2012 We are pleased to now be able to offer you new payment options adding Visa and MasterCard to EFT cheque money order and Bpay Telemarketing concerns highlighted in TIO Talks 16 Dec 2011 The Telecommunications Industry Ombudsman TIO is closely monitoring a practice by some telemarketers that can mislead consumers into transferring their services to a new service provider TIO Talks reports today NBN Stakeholder Messaging Platform released 16 Dec 2011 Communications Alliance has released the NBN Stakeholder Messaging Platform document Our language is changing 16 Dec 2011 TIO is moving away from using the terms Level 1 Level 2 Level 3 and Level 4 to describe its complaint handling procedures Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO procedure to deal with non compliance Is your CSG waiver current Does it comply with the CSG standard Ombudsman presentation at the CommsDay Summit TIO closed on Melbourne Cup Day TIO complaint charges TCP Code update Changes to Level 1 notifications and No Contact process from

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=7 (2013-02-03)
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  • Member news - Mobile site
    TCP code compliance training 02 Nov 2011 The telecommunication industry s peak body Communications Alliance is undertaking a series of one day courses to help telecommunications service providers to comply with the revised and strengthened Telecommunications Consumer Protections Code scheduled to come into force in early 2012 Misleading advice of a provider s identity 31 Oct 2011 Our systemic investigations team has observed an increase in the number of investigations it conducts about potentially misleading sales practice Responding to the TIO after resolving a complaint 31 Oct 2011 Service providers are required to contact the TIO after they have resolved a complaint with a consumer at Level 2 or above Additional consumer contacts 31 Oct 2011 The TIO will help service providers contact their consumers in more ways by providing additional contact details Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO procedure to deal with non compliance Is your CSG waiver current Does it comply with the CSG standard Ombudsman presentation at the CommsDay Summit TIO closed on Melbourne Cup Day TIO complaint charges TCP Code

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=8 (2013-02-03)
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  • Member news - Mobile site
    Sep 2011 In September we will begin emailing our members after we assess a Level 2 3 or 4 response The purpose is to advise you that we have contacted the consumer and what the next step in the complaint handling process will be Conciliation process update 13 Sep 2011 In the March edition of MNews the TIO informed its membership that it was aiming to further focus on conciliation of complaints that were not resolved by referral The TIO began rolling out the revised complaint handling process with a strong focus on conciliating complaints on 4 April 2011 Email transition update 12 Sep 2011 During the last year the TIO has been moving to email referral of Level 1 complaints Under this process you receive an email from us and are then required to make an outbound call to the consumer We also began sending other complaint correspondence from the TIO via email Previous 1 2 3 4 5 6 7 8 9 Next 2012 Annual Report launched TIO closed on Christmas Day Boxing Day and New Year s Day TIO Keywords List New TIO procedure to deal with non compliance Is your CSG waiver current Does it comply

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=9 (2013-02-03)
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