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  • Ombudsman's message - Mobile site
    recharges for Level 1 complaints reducing the cost of TIO services to members In January 2011 I also exercised my discretion to modify our processes for complaints from consumers in mass service disruption areas to compliment the actions of service providers in flood and cyclone affected communities In February 2011 we provided a suite of new reports bringing together information that Members commonly request from the TIO to assist Members in identifying key complaint drivers and issues that may require extra attention In April 2011 we completed the transition of all TIO Members from quarterly in advance to monthly in arrears billing a simpler and fairer process with cash flow and other benefits to service providers In May 2011 we moved from fax to email for our Level 2 closure notices We have since progressively moved almost all remaining TIO correspondence that was not emailed to email delivery an approach strongly encouraged by service providers I provide an update on this below This edition of MNews provides further information on our progress in rolling out a revised conciliation process for Level 2 cases The conciliation process is delivering tangible benefits for consumers and service providers including faster resolutions and fewer

    Original URL path: http://m.tio.com.au/members/members/member-news/ombudsmans-message (2013-02-03)
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  • Complaint progress updates - Mobile site
    step in the complaint handling process will be 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 We are adopting this practice in response to feedback that members are keen to receive more information about progress of

    Original URL path: http://m.tio.com.au/members/members/member-news/complaint-progress-updates-from-12-september (2013-02-03)
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  • Conciliation process update - Mobile site
    April 2011 The process is high in energy with more telephone communication and less letter writing between the TIO providers and consumers TIO officers assist in shuttle conciliation and evidence is generally not required where complaints can be resolved by agreement We began the roll out with two TIO teams and two service providers TIO officers are undertaking additional training including participation in enhanced conciliation skills workshops developed with the

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