Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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The TIO Board

The TIO Board has corporate governance responsibilities and is comprised of at least eight directors.

Its responsibilities include financial management of the TIO and ensuring the TIO complies with the Memorandum and Articles of Association and the Constitution.

Board Chairman's message

Board - John Rohan

The TIO is well-positioned to continue as an exemplary external dispute resolution scheme.

This year, we took significant steps to develop a unitary governance model for the TIO. A Transition Committee of the Board and Council was established. The Committee consulted extensively with stakeholders to design long-term options for the TIO’s governance.

The Committee’s recommendations to move to a single governance structure were endorsed by the Board and Council. The proposed unified structure must be put to members of TIO Limited for a vote at a general meeting. We are now taking the steps for formal consideration of the proposed structure, with the final stages expected to be completed early in 2014.

Measures introduced in previous years continue to reduce complaints to the TIO, with new complaints decreasing for the second year in a row. The roll-out of an alternative dispute resolution qualification will continue to improve complaint handling and demand management.

Last year’s move to monthly billing for all providers has improved cash management discipline at the TIO, including over the liquidity reserve.

A new management structure introduced during the year is operating well. Negotiations on a new Enterprise Agreement for TIO concluded and received significant support from staff. The Board also approved a new Workplace Health & Safety Policy and Procedure Manual.

The Board is pleased to have re-appointed the Ombudsman, Simon Cohen, and Deputy Ombudsman, Diane Carmody. Simon continues to improve the operational performance of the company with his executive team. I thank all TIO staff for their hard work this year.

I express my gratitude to Council for their dedication and commitment during a particularly demanding year for the TIO.

My thanks also go to Ravi Bhatia (Primus Australia) who completed a three-year term on the Board. The Board welcomes Iain Falshaw (ACN Pacific), who was elected as a Director, and congratulates Stephen Dalby (iiNet Ltd), who was re-elected, and Jane Harvey (Independent Director), who was re-appointed, for further terms. Two Alternate Directors, Matthew Lobb (Vodafone) and Jakob Vujcic (Optus), were also appointed during the year.

Finally, I extend my sincere thanks to my fellow Directors for their diligence and professionalism in the strategic and financial management of the TIO in 2012-13.

John Rohan

Chairman of Board

The TIO Board

The TIO Board has corporate governance responsibilities and is comprised of at least eight directors.

Its responsibilities include financial management of the TIO and ensuring the TIO complies with the Memorandum and Articles of Association and the Constitution.