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Board Chairman's message

The TIO has undergone significant change over the past year. Complaints referred back to the TIO after industry members have been unable to achieve a first level resolution are now dealt with by conciliation rather than investigation and the average time taken has reduced from 54 to 21 days. A far greater proportion of complaints are now dealt with at this level, without further escalation, and this increased effectiveness has had a one-time financial impact on the TIO. For the first time in at least a decade annual operations have produced a small deficit. The prudent governance of cash and cash reserves has comfortably accommodated this deficit, and this has been assisted by the move to monthly billing.

The membership of the company has remained stable with 1,221 member companies.

A number of important reviews of the company occurred during the year. The Australian Communications and Media Authority conducted a Reconnecting the Customer review, the Department of Broadband, Communications and the Digital Economy conducted a Reform of the Telecommunications Industry Ombudsman review and the Board initiated a review of the effectiveness of the Scheme. All three reviews confirmed the TIO is achieving its objectives and provided views on, among other things, the governance of the Scheme and the capacity of the Scheme to be pro-active through the analysis of systemic issues and reporting. The Board has established a joint committee of Board and Council members, comprising equal numbers of consumer and industry representatives, to consider and make recommendations on the views on governance expressed in those reports. The systemic complaints and reporting matters outlined in those reviews are being addressed at an operational level by the Ombudsman. In addition to these external reviews a significant internal audit regime has confirmed that the TIO is well run and has raised the bar by encouraging even better performance.

There has been no turnover of directors this year, although two long serving alternate directors, Gary Smith (Optus) and Brian Currie (Vodafone) have departed. Gary’s association with the TIO is extending through his appointment to the TIO Council and we wish him well there. I must thank Council for their hard work through a challenging year, and the Ombudsman and his team for their dedication and commitment.

John Rohan

Board Chairman

About the TIO Board

The TIO Board has corporate governance responsibilities and is comprised of at least eight directors, including seven directors appointed by service providers, and an independent director.

The Board’s responsibilities include financial management of the TIO and ensuring the TIO complies with the Memorandum and Articles of Association and the Constitution.

The Board is responsible for setting global limits for our funding and managing the business, affairs and property of TIO Limited.

About the TIO Board

The TIO Board has corporate governance responsibilities and is comprised of at least eight directors, including seven directors appointed by service providers, and an independent director.

The Board’s responsibilities include financial management of the TIO and ensuring the TIO complies with the Memorandum and Articles of Association and the Constitution.

The Board is responsible for setting global limits for our funding and managing the business, affairs and property of TIO Limited.