Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Related information

Our surveys

The consumer and provider satisfaction surveys were conducted independently through Customer Service Benchmarking Australia (CSBA).

The consumer surveys in March and June 2013 had a sample of 200 referral consumers and 100 conciliation consumers.

The service provider survey was sent to all providers that had a complaint closed in May 2013, from which 187 responses were received. 

Satisfaction with TIO

Most consumers who came to us in 2012-13 were satisfied with our service and the outcome of their complaint.

Consumer satisfaction with referral

When a consumer first reports a complaint to us, we refer it to the service provider for another chance at resolution. Consumer satisfaction with this process met our targets in 2012-13.

 Mar 2013Jun 2013AverageYearly target
Handling of complaint96%86%91%80%
Outcome of complaint86%75%80.5%80%

Longer than average wait times for consumers who emailed complaints to the TIO had an impact on satisfaction levels with our referral process in June 2013.

Consumer satisfaction with conciliation

If a complaint is unresolved through referral we will work with the consumer and service to reach an agreement through conciliation. Consumer satisfaction at this level was very high in 2012-13.

 Mar 2013Jun 2013AverageYearly target
Handling of complaint95%93%94%80%
Outcome of complaint85%88%86.5%80%

Service provider satisfaction

Each closure email sent in May 2013 to providers that received the most complaints had a link to an online survey asking them to rate their satisfaction with our handling of that complaint.

 May 2013Yearly target
Handling of complaint93%80%
Outcome of complaint94%80%
TIO independence87%80%

Feedback about the TIO

Consumers can make formal compliments or complaints about our services.

In 2012-13, we received 38 compliments about the courtesy, professionalism and timeliness of TIO officers.

We received 58 formal complaints about our service compared to 68 in 2011-12. Of those, 10 were found to be substantiated, compared to 17 in the previous year.

Related information

Our surveys

The consumer and provider satisfaction surveys were conducted independently through Customer Service Benchmarking Australia (CSBA).

The consumer surveys in March and June 2013 had a sample of 200 referral consumers and 100 conciliation consumers.

The service provider survey was sent to all providers that had a complaint closed in May 2013, from which 187 responses were received.