Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Our people

Simon McKenzie

Simon McKenzie

My role involves building relationships that allow the TIO and providers to exchange information about different issues that may have an impact on consumers.

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Our members

By law, companies that provide telecommunications services to residential and small business consumers in Australia must be TIO members.

At the end of 2012-13, 1,360 service providers were TIO members. During the year, 187 new members joined the TIO and 48 members departed the TIO.

Current TIO members

TIO members at 30 June 2013 (Excel, 187.0 KB)

Engaging industry

Our Industry Engagement team gives service providers an access point to find out about our services and processes, and raise issues or concerns. The team also raises unusual complaint trends with providers. We seek to understand their reasons for and responses to these trends, and offer assistance where appropriate.

In 2012-13, Industry Engagement advisers met with 167 different providers to train them about best industry practice and TIO processes.

The results of a survey of providers showed this program is helping us develop positive relationships with service providers.

Account management survey

We surveyed the top 50 providers who are account managed by TIO officers. A clear majority were satisfied with our service:

  • 92 per cent were satisfied with the way Industry Engagement advisers handled their queries, and
  • 96 per cent were satisfied with the way Industry Engagement advisers handle their relationship.

General provider survey

We also asked all TIO member providers to respond to an anonymous survey about their views on their most recent complaints handled by the TIO. Among the results from the 62 respondents:

  • 53 per cent were satisfied with the TIO’s handling of the complaint, and
  • 56 per cent were satisfied with the TIO overall.

Our people

Simon McKenzie

Simon McKenzie

My role involves building relationships that allow the TIO and providers to exchange information about different issues that may have an impact on consumers.

Read full profile