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Accessibility

A new website

The TIO launched a new, more intuitive, accessible and functional website on 16 September 2011.

Developed with usability as one of its key features, the new www.tio.com.au has a mobile-friendly version and contains text and video information in more than 30 languages including Auslan. It is easy to navigate, thanks to a two-level, colour coded navigation and sections tailored to different audiences.

The new website provides a better experience for users by allowing them to get the information they want faster and within fewer clicks, instead of disengaging with the website in favour of other communication channels.

The rate of people accessing the website on a mobile device increased by almost 120 per cent. Visits from mobile devices accounted for 13 per cent of all visits to our website in 2011-12, compared to 6 per cent in the previous year.

2010-11

 

2011-12

632,961

Visits

638,408

3.56

Pages per visit

3.17

3 min 47 sec

Average visit duration

3 min 40 sec

59.96%

New visitor

62.36%

40.04%

Returning visitor

37.64%

43.29%

Bounce rate

36.53%

38,348

Mobile visits

84,321

Mirjana Jovetic
Communications Manager

Mirjana Jovetic

Time at TIO: two years

I was attracted to working at the TIO because telecommunications is something that everyone relates to. Mobiles and internet are part of just about everyone's life these days and are essential services in so many ways.

The telecommunications industry is constantly changing and it’s important the TIO keeps up and reflects new technology in our own workplace. Launching a new website, exploring how to use social media to be more accessible, introducing a Wiki-based intranet, and live webcasting of our Annual Report launch are great parts of my job.

I’ve learned so much, not least that the TIO is not just about telecommunications. It’s about people from all walks of life and some in truly difficult circumstances.

The passion with which TIO staff help consumers resolve their issues and uphold the independence of an Ombudsman’s office never ceases to amaze me. It’s a true pleasure of the job.

But I think the greatest reward is when I meet someone new and hear a much-repeated refrain: “You work at the TIO? I have called them before. They are great!”

Mirjana Jovetic
Communications Manager

Mirjana Jovetic

Time at TIO: two years

I was attracted to working at the TIO because telecommunications is something that everyone relates to. Mobiles and internet are part of just about everyone's life these days and are essential services in so many ways.

The telecommunications industry is constantly changing and it’s important the TIO keeps up and reflects new technology in our own workplace. Launching a new website, exploring how to use social media to be more accessible, introducing a Wiki-based intranet, and live webcasting of our Annual Report launch are great parts of my job.

I’ve learned so much, not least that the TIO is not just about telecommunications. It’s about people from all walks of life and some in truly difficult circumstances.

The passion with which TIO staff help consumers resolve their issues and uphold the independence of an Ombudsman’s office never ceases to amaze me. It’s a true pleasure of the job.

But I think the greatest reward is when I meet someone new and hear a much-repeated refrain: “You work at the TIO? I have called them before. They are great!”