Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
Contact us
Contact us

Our people

Elizabeth Hutchings

Elizabeth Hutchings

In my role as a Senior Investigations Officer, I investigate cases that are complex due to the subject matter or the parties involved.

Read full profile

Our 2012-15 strategy

Resolving disputes

We aim to resolve telecommunications disputes in an accessible, independent, fair, efficient, responsive and effective way.

We will do this by offering an excellent service and keeping pace with the evolving nature of the industry.

Our strategies

  • Review quality, process and workforce management
  • Develop staff expertise and skills
  • Consolidate new complaint handling system
  • Increase hours of operation
  • Increase channels for making, and communicating, about complaints.

Our success measures

  • Timely resolution of complaints
  • High satisfaction levels for consumers and service providers
  • Making the right decisions first time.

Improving telecommunications services

We help providers to improve their services by engaging with them and identifying systemic issues.

We will do this by helping to address causes of complaints, building providers’ capacity to respond and avoid issues that cause disadvantage to consumers.

Our strategies

  • Consolidate teams that engage with service providers
  • Review information collection and analysis to increase responsiveness to issues
  • Deliver capacity building program for providers
  • Build collaborative relationships with peak industry bodies.

Our success measures

  • Timely and effective analysis of complaint trends
  • Timely and effective response to systemic issues
  • Service provider satisfaction with TIO.

Being an independent voice

Our goal is to provide high-quality information that is useful to industry, the community and regulators.

Our strategies

  • Consolidate TIO reporting functions
  • Establish information exchange agreements with stakeholders
  • Improve online presence
  • Review process of referring issues to regulators

Our success measures

  • Consumer awareness
  • Stakeholder satisfaction
  • Timely referral of non-compliance

Leading by example

We are innovative, adaptable, collaborative, responsive, resilient and forward-thinking. We value our people and support their skills development.

We will do this by adapting to change, focusing on continuous improvement, and having fair and transparent funding.

Our strategies

  • Establish functions for business improvement, strategic planning and compliance
  • Engage with staff and finalise an Enterprise Agreement
  • Review TIO funding

Our success measures

  • Strong staff engagement
  • Timely and effective delivery of business improvement projects
  • Financial results reflect sound management

Our people

Elizabeth Hutchings

Elizabeth Hutchings

In my role as a Senior Investigations Officer, I investigate cases that are complex due to the subject matter or the parties involved.

Read full profile