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  • Changes to Level 1 notifications and No Contact process from 10 August 2012 - Mobile site
    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 Template change The following changes have been made to our Level 1 notification templates All the information you need to help you contact the consumer is contained within the header box TIO contact details are also displayed in the header box to provide you with a pathway back to the TIO if required The Responding to the complaint section of the Level 1 notification clearly outlines three important points about responding to the complaint These are Contact the consumer to explore options to resolve the complaint Resolve the complaint with the consumer within 10 working days If the consumer cannot be contacted send a letter to their postal or preferred email address with instructions about how to contact you No Contact process If you are unable to contact a consumer after receiving a Level 1 notification we are asking you to post or email a letter to the consumer including contact details for your complaint handling

    Original URL path: http://m.tio.com.au/members/member-news/changes-to-level-1-notifications-and-no-contact-process-from-10-august-2012 (2013-02-03)
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  • New TCP Code - Mobile site
    over the next 18 months including Clearer advertising avoiding misleading claims and helping consumers to comparison shop for example by including unit pricing information in all text based advertising More information to allow consumers to better understand what they re signing up to for example by ensuring providers provide pricing and product information at the point of sale through a critical information statement Increased spend management tools to help avoid bill shock for example providers must give warnings to consumers when they reach 50 85 and 100 usage within 48 hours of reaching that level Better complaint handling by requiring providers to assign unique reference numbers to every complaint reducing the need for consumers to explain their complaint again each time they speak to their provider Introduction of a new Communication Compliance body that will initially play an educational role with suppliers The new Code will commence in a staggered approach For example Code provisions about advertising will start in the next few months whereas new rules for spend management tools are to be implemented in the second half of 2013 Providers will be required to more clearly promote the TIO through their complaint handling processes We see this as

    Original URL path: http://m.tio.com.au/members/member-news/new-tcp-code (2013-02-03)
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  • Changes to TIO Council - Mobile site
    her term as the SingTel Optus Nominee to the TIO Council Sue has been replaced by Gary Smith who is currently General Manager of Regulatory Compliance at Optus Wayne Warbuton s term as a User Nominee to the TIO Council came to a close on 30 June 2012 The TIO Board appointed Catriona Lowe as User Nominee effective 1 July 2012 on recommendation of the TIO Council after it completed

    Original URL path: http://m.tio.com.au/members/member-news/changes-to-tio-council (2013-02-03)
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  • Customer Service Guarantee and Mass Service Disruptions – reminder - Mobile site
    carefully and remember that providers cannot rely on an MSD declared by their wholesaler they must declare an independent MSD 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

    Original URL path: http://m.tio.com.au/members/member-news/customer-service-guarantee-and-mass-service-disruptions-reminder (2013-02-03)
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  • Malicious software warning from ACMA - Mobile site
    malware or are continuing to use rogue DNS settings installed by the malware An interim arrangement which has enabled infected devices to continue to access the internet for the last two years is due to end on 9 July 2012 and users may be unable to access the internet on their devices after this date Consumers are able to check whether their devices are infected with the malware or have

    Original URL path: http://m.tio.com.au/members/member-news/malicious-software-warning-from-acma (2013-02-03)
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  • Changes to Small Business Policy - Mobile site
    have the resources necessary to pursue a complaint or dispute through the formal legal system The issue of whether a consumer is a small business is a matter of TIO discretion It is not an issue about the TIO s jurisdiction to consider or investigate a complaint The TIO does not have a single definition for a small business Instead when exercising the discretion a range of indicative criteria are considered that is as inclusive as possible These criteria are flexible because there is no one size fits all definition of a small business The approach is to include rather than exclude businesses that come to the TIO The Ombudsman and TIO Council have recently reviewed the criteria used when assessing whether a business is small This has included consultation with appropriate small business representatives and experts As a result there are a number of changes to the existing criteria The criteria that will be used effective from 1 July 2012 include the number of employees this should be 20 employees or less but the TIO takes a flexible approach to account for variations in employment practices For example businesses that seasonally employ more than 20 employees such as agricultural businesses or that are engaged in the manufacture of goods and employ less than 100 employees are not excluded the annual turnover generally this should be under 3 000 000 the nature of the business and if that type of business is typically small or not for profit or does it operate from the owner s home The TIO will also consider whether the nature of the business gives the business little or no bargaining power to negotiate the terms of any telecommunications contracts with its provider the way the business is structured or managed For example is a business

    Original URL path: http://m.tio.com.au/members/member-news/changes-to-small-business-policy (2013-02-03)
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  • Amendments to the TIO’s Constitution - Mobile site
    the Federal Ministers for Telecommunications and Consumer Affairs The amendments which are set out below come into effect on 1 July 2012 Monetary Limits Under clauses 6 1 a and 6 2 of the Constitution the monetary limits in relation to the power of determination has increased from 30 000 to 50 000 The monetary limit for the recommendation power has increased from 85 000 to 100 000 In addition under clause 6 4 there has been an increase to the monetary limit for the arbitration powers to 100 000 These new limits will only apply to new complaints received after 1 July 2012 Providing information and documentation Previously the TIO Constitution outlined that members were required to provide documentation in response to a TIO investigation for standard and systemic investigations To make this requirement clearer amendments to clauses 5 1 c and 5A 2 f now mean that members will need to provide both documents AND information relevant to a complaint if this is requested by the TIO Discretion not to investigate Clause 4 3 m of the Constitution has been removed and a new clause 6 6 d inserted This new clause provides that the TIO has a

    Original URL path: http://m.tio.com.au/members/member-news/amendments-to-the-tios-constitution (2013-02-03)
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  • Member news - Mobile site
    third tiers identifying the precise nature of the complaint New TIO procedure to deal with non compliance 07 Dec 2012 On 1 December the TIO introduced a new complaint handling procedure to deal with providers that do not join or refuse to comply with the TIO Scheme Is your CSG waiver current Does it comply with the CSG standard 07 Dec 2012 It 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 2012 Annual Report launched 01 Nov 2012 Ombudsman Simon Cohen released the 2012 TIO Annual Report on Monday 29 October 2012 Consumers made 193 702 new telco complaints in 2011 12 a decrease of two per cent on the previous year There has been a trend of reduced complaints from April 2012 with the last quarter of the financial year being the quietest for almost two years This trend has continued into the new financial year Previous 1 2

    Original URL path: http://m.tio.com.au/members/member-news?result_1144_result_page=1 (2013-02-03)
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