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  • TIO closed on Christmas Day, Boxing Day and New Year’s Day - Mobile site
    Year s Day The TIO will be closed on the following public holidays Christmas Day Tuesday 25 December 2012 Boxing Day Wednesday 26 December 2012 New Year s Day Tuesday 1 January 2013 The TIO will be closed on the following public holidays Christmas Day Tuesday 25 December 2012 Boxing Day Wednesday 26 December 2012 New Year s Day Tuesday 1 January 2013 All members should add an extra day

    Original URL path: http://m.tio.com.au/members/member-news/tio-closed-on-christmas-day,-boxing-day-and-new-years-day (2013-02-03)
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  • TIO Keywords List - Mobile site
    aligned to industry codes or common complaint categories that the TIO has identified TIO keywords are made up of three tiers with the first tier categorising the general subject matter of the complaint and the second and third tiers identifying the precise nature of the complaint Every new complaint involves at least one complaint issue Some complaints can involve multiple complaint issues The TIO also updates the issues keywords for

    Original URL path: http://m.tio.com.au/members/member-news/tio-keywords-list (2013-02-03)
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  • New TIO procedure to deal with non-compliance - Mobile site
    comply with the TIO we follow a procedure to firstly engage with the organisation and if that is unsuccessful to refer the organisation to the Australian Communications and Media Authority ACMA A new procedure for referring non compliant organisations to the ACMA was created following a review of TIO policies and procedures in 2009 10 It aims to give clearer information about what is non compliant conduct include how the TIO handles refusal to join the TIO Scheme provide for a more flexible process to deal with non compliance and give clear principles for publishing information about non compliance The TIO implemented the new complaint handling procedure on 1 December 2012 after consulting with the ACMA and TIO Council Refusal to join or failure to comply with the TIO Scheme sets out how the TIO informs eligible organisations about their obligations to join and comply with the TIO Scheme examples of non compliant conduct methods of dealing with non compliant conduct including informal resolution warnings and referral to the ACMA when information about non compliance will be published by the TIO that the TIO may depart from standard complaint procedures when dealing with complaints where organisations are non compliant and

    Original URL path: http://m.tio.com.au/members/member-news/new-tio-procedure-to-deal-with-non-compliance (2013-02-03)
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  • Is your CSG waiver current? Does it comply with the CSG standard? - Mobile site
    s been more than a year since the Telecommunications Customer Service Guarantee Standard 2011 CSG Standard was amended Since the changes to the CSG Standard came into effect the TIO has noticed that not all service providers have reviewed their policies and procedures and relevant documentation to ensure that waivers comply with Part Five of the CSG Standard Some of the issues we have identified include waivers forming part of a provider s terms and conditions only without specific informed consent being obtained from individual customers separately It s important to note that simply relying on general terms and conditions will not achieve compliance with the requirements of section 31 of the CSG Standard We have also noted references to outdated versions of the CSG Standard and the absence of mandatory information and statements required to obtain a valid waiver Here are some tips to remember when reviewing CSG waivers Certain information must be given to the customer before they provide consent including for example an explanation of the protection and rights afforded under the CSG Standard and a statement that the customer is under no obligation to consent to the waiver CSG waivers obtained after 1 October 2011 no

    Original URL path: http://m.tio.com.au/members/member-news/is-your-csg-waiver-current-does-it-comply-with-the-csg-standard (2013-02-03)
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  • Ombudsman presentation at the CommsDay Summit - Mobile site
    TIO s views about the new Code Mr Cohen explained the TIO s role in receiving investigating and resolving complaints about Code related matters and the work undertaken to provide information to TIO members about Code obligations The presentation highlighted elements in the Code including those that require simpler and comparable information to be provided to consumers usage notifications and improved complaint handling as likely to reduce consumer detriment and the causes of TIO complaints Mr Cohen also drew attention to some of the gaps that the new Code may not address including a number of the new protections will not apply to pre paid mobile services the protections for consumers using mobile services prior to suspension or disconnection are less than those provided for standard telephone services under the Customer Service Guarantee Standard new rules for spend notifications do not commence for 1 2 years don t apply to small business and don t acknowledge responsibilities under the previous Code in the meantime arrangements to assist consumers in financial hardship do not detail best practice Mr Cohen gave credit to the telecommunications industry for taking steps to already address some of these and other gaps However he challenged the

    Original URL path: http://m.tio.com.au/members/member-news/ombudsman-presentation-at-the-commsday-summit (2013-02-03)
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  • TIO closed on Melbourne Cup Day - Mobile site
    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 Melbourne Cup Day on 6 November 2012 The TIO will 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

    Original URL path: http://m.tio.com.au/members/member-news/tio-closed-on-melbourne-cup-day (2013-02-03)
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  • TIO complaint charges - Mobile site
    costs fees are calculated so as to recover only the actual costs incurred by the TIO and charged on a proportional basis i e based on a service provider s proportion of the volume fees for any month This charging structure is mandated by the TIO Ltd Articles of Association Our website contains more information on volume and operating fees During the past year there have been a number of matters that have affected TIO complaint charges Some of the most significant are outlined below Level 2 fee increase As part of settling the budget of 2012 13 there was an increase the volume related price of a Level 2 complaint from 280 to 300 in July 2012 This increase reflected increased dispute resolution staffing costs in dealing with these matters All other volume fees remain unchanged for this financial year Decreased consumer demand As noted in the 2012 Annual Report consumer demand for TIO services has declined since April 2012 This has had a direct impact on the cost per complaint because as demand drops the TIO operating cost fee is calculated over a smaller number of complaints Because there are fewer complaints members who receive a complaint will

    Original URL path: http://m.tio.com.au/members/member-news/tio-complaint-charges (2013-02-03)
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  • TCP Code update - Mobile site
    We will implement the new TCP Code requirements with effect from 1 October 2012 You may see new keywords and code clauses in the TIO s data reports and in correspondence from TIO staff The new keywords have been developed in consultation with the ACMA the ACCC Communications Alliance and ACCAN We will keep you informed of any further TCP Code related changes to TIO processes If you would like

    Original URL path: http://m.tio.com.au/members/member-news/tcp-code-update (2013-02-03)
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