Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Response teams

Response teams

Our response teams received an award as the team that collaboratively best demonstrated our core values.

The response teams are a group of almost 20 Case Officers who manage complaints at referral and conciliation. They can take calls from consumers who contact us for the first time and can also look at cases that need more involvement from us, such as conciliation.

While Case Officers perform both roles regularly, from time to time they may be asked to switch between these two roles at very short notice. That is why they need excellent time management skills and resilience.

The response teams are made up of an excellent, team-work oriented group of people. They are extremely collaborative with each other, hardworking and motivated.