Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Our people

Marie Chiera

Marie Chiera

My role is call monitoring to ensure our processes are being followed and that we have given consumers the right assistance.

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Systems improvements

We improved our technology systems to better deliver our services.

Making our reports smarter

After the successful rollout of a new complaints management system, RADaR, in May 2012, we can report complaint statistics and our own performance in a smarter way.

With RADaR as a foundation, we have started developing a business intelligence tool, a system that can gather our data and translate it into information that will help us to:

  • better understand and analyse complaint trends
  • build on the information we share with regulators and providers
  • improve the complaint statistics we report to the public
  • monitor our performance, and
  • manage our resources.

Upgrades to our complaints management system

RADaR also strengthens our capacity to handle future complaints and can be adapted to our needs. We have rolled out 28 improvements to the software including updates to line up our keywords with the new Telecommunications Consumer Protections Code in place from October 2012.

Protecting our service from disasters

We put in place business continuity and disaster recovery plans that will help us continue to operate in the event of a disaster or crisis.

These plans give us the ability to return to work quickly in an event that prevents us from working in our offices in Melbourne and it has been tested for a range of events.

Our people

Marie Chiera

Marie Chiera

My role is call monitoring to ensure our processes are being followed and that we have given consumers the right assistance.

Read full profile