Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Nicholas McVey

Nicholas McVey

Nicholas received an award as the person who best demonstrates the TIO’s core values.

I manage a team that ensures we are hearing consumers’ complaints in a timely manner by monitoring our queues. It is not an easy task as there can be spikes in demand for our service but we have been quite successful.

I was involved in the rollout of our new complaint management system writing user guides, communicating changes to staff and setting up a system administrator hub.

I came to the TIO because of my interest in complaint management and dispute resolution. I like to get my head around complex cases and analyse evidence. I find it really satisfying to get people to come to an agreement from two diametrically opposed views.