telecommunications industry ombudsman provides free, independent, just, informal and speedy...

Telecommunications Industry Telecommunications Industry OmbudsmanOmbudsman

Provides free, independent, just, informal and speedy resolution of complaints about telephone and Internet access

services.

The TIOThe TIO

• Was established in 1993 under the Telecommunications Act.

• Is independent of both government and the telecommunications industry.

• Is governed by a council of consumer and industry representatives.

The TIO is an office of last The TIO is an office of last resortresort

Consumers must attempt to resolve their problem directly with their phone

company or Internet Service Provider (ISP) before lodging a complaint with

the TIO.

TIO MembershipTIO Membership

• Telecommunications carriers and service providers are required by legislation to be members of the TIO Scheme.

• There are currently more than 1000 TIO members.

TIO FundingTIO Funding

The TIO is funded by its members, who are charged according to the number of complaints lodged against them

Level 1 $30.00Level 2 $220.00Level 3 $400.00Level 4 $1500.00Level 4 (land access) $3000.00

Complaint resolution timeframesComplaint resolution timeframes

Complaint Level

Timeframe for Resolution % received at level

Level 1 Usually resolved within 14 days 90.2%

Level 2 Usually resolved within 21 days 7.7%

Level 3 Usually resolved within 28 days 2.1%

Level 4 Aim to resolve within 90 days 0.1%

The TIO can investigate complaints The TIO can investigate complaints about:about:

• Standard telephone services• Mobile phone services• Internet access• Billing• Faults• Provision (connections)• Customer transfer• Privacy matters• Land access• Directory assistance• Breaches of industry codes

The TIO can’t investigate complaints The TIO can’t investigate complaints about:about:

• Matters of government policy• Customer premises equipment

(except mobile handsets & rental equipment)

• Setting of tariffs/charges• Industry disputes• Content of a content service

The TIO’s approach to dispute resolutionThe TIO’s approach to dispute resolution

• Ensures that attempts have been made to resolve the problem directly with the company.

• Listens to both sides of the story.

• Requests further information where necessary.

• Seeks a fair and reasonable resolution.

• If no agreement can be reached, will make a determination.

TIO PowersTIO Powers• Determinations to the value of $10,000

• Recommendations to the value of $50,000

• The TIO can direct a member:

– to connect or reconnect a service

– not to impose a charge

– to include or omit an entry in a directory

– to do, not to do, or cease doing an act

TIO Annual Complaint Issue NumbersTIO Annual Complaint Issue Numbers

TIO Annual Complaint Issues 1999-2006

020000

400006000080000100000

120000140000

1999-00 2000-01 2001-02 2002-03 2003-04 2004-05 2005-06

Period

Num

ber

Landline Service ComplaintsLandline Service Complaints2005-20062005-2006

10.8%

10.3%

3.3%

2.1%

4.0%

4.1%

2.1%

0.4%

Billing

Customer Service

Faults

Provision

Customer Transfer

Credit Control

Privacy

Land Access

Mobile Service ComplaintsMobile Service Complaints2005 - 20062005 - 2006

11.9%

6.6%

5.8%

0.3%

0.5%

4.3%

0.5%

10.8%

Billing

Contracts

Faults

Disconnection

Porting

Credit Control

Privacy

Customer Service

Internet Service ComplaintsInternet Service Complaints2005-20062005-2006

4.2%

5.5%

2.8%

2.6%

1.8%

0.0% 1.0% 2.0% 3.0% 4.0% 5.0% 6.0%

Billing

Customer Service

Contracts

Faults

Provision