Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Our people

Simone Eason

Simone Eason

My role includes conducting quality assurance checks on our complaints data to ensure compliance with TIO procedures.

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A new approach to dispute resolution

The TIO restructured the leadership of the Dispute Resolution division in July 2012 to focus on strengthening operations, workforce planning, quality and staff development.

We adopted this new approach to meet our strategic goals of improving our efficiency, quality and accessibility. Positions were created with responsibilities over:

  • operations
  • quality
  • process
  • workforce planning, and
  • complex investigations.

Ongoing strategic work

Our focus is to improve the quality and efficiency of the TIO’s dispute resolution. Some of the strategic work that began in 2012-13 to achieve this includes:

  • creating a nationally-recognised Alternative Dispute Resolution qualification to formalise and develop the skills of our staff
  • training subject matter experts in credit complaints
  • setting timeliness and quality performance indicators for staff, and
  • developing a quality framework.

Read more about our strategic plan for 2012-15.

Our people

Simone Eason

Simone Eason

My role includes conducting quality assurance checks on our complaints data to ensure compliance with TIO procedures.

Read full profile