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Industry engagement

The TIO is committed to being accessible to service providers as well as consumers. To ensure this is the case, we embarked on several projects throughout 2011-12 to create an environment where providers, as members of the scheme, can be kept informed of news from the TIO and have an opportunity to provide feedback.

Account management model

We introduced an account management model to our Industry Engagement (formerly Member Communications) team to give service providers a single point of contact at the TIO for any information needs and as an avenue for feedback. Those service providers that have regular interactions with us were assigned a dedicated adviser.

Ombudsman roadshow

Almost 150 service providers attended briefings held in five cities in March 2012 by Ombudsman Simon Cohen and Deputy Ombudsman Diane Carmody. These briefings provided detailed information about our improvements in complaint resolution, and provided an opportunity for service providers to put their feedback directly to the Ombudsman.

MNews

Our website contains a section tailored to service providers, which includes MNews, a blog-style news section which we regularly use to keep service providers informed on changes within the TIO.

Our membership

The TIO is a compulsory, industry-based Ombudsman service. Under the provisions of the Telecommunications (Consumer Protection and Services Standards) Act 1999, if a company or business wishes to participate in the telecommunications industry in Australia it must also become a member of the TIO.

At the end of the 2011-12 financial year there were 1,221 members of the scheme. During the financial year, 139 new members joined the scheme and 132 members departed the scheme.

List of TIO members as at 30 June

Current TIO members

Simon McKenzie
Industry Engagement Manager

Simon McKenzie

Time at TIO: eight years

My role involves working with service providers, which are the members of the scheme, to act as a point of contact with the TIO and exchange information about different issues that may have an impact on complaints.
The role provides me with a great deal of insight into the telecommunications industry, which is so dynamic and has such a variety of business models and people. It gives me an opportunity to work with providers to assist them to resolve complaints, provide fair outcomes to their customers and to review their practices where necessary.

It’s quite rewarding from the point of view that it’s wider than one complaint. Working in investigations I used to deal with isolated matters whereas in Industry Engagement I’ve had the chance to present to organisations at team level, provide training and analysis to senior management and promote information and knowledge exchange at the company level as well as individual.

I like meeting provider representatives and learning about their businesses, as well as the challenges they face in providing a good customer experience in an industry that is constantly changing and is very competitive. The industry provides a widely loved and adopted suite of products and services, so it’s relevant to just about every Australian who wants to communicate, pretty much 100 per cent of the population.

We’ve been able to provide our experience and advice to growing companies about the different issues that others before them have encountered when expanding into offering different products and services. It has been rewarding to see providers that have taken advantage of our offer of training experience rapid growth without too much disruption to their business due to complaints.

I’m studying Law at the moment with the assistance of the TIO and that has really helped, on top my Commerce and Management background developed in service industries, to add a legal understanding of the telecommunications industry and how consumer issues may be tied to the movement of assets, product launches, restructures, mergers and acquisitions or insolvencies. It has given me the knowledge to assist companies to come to terms with operational issues that have an impact on the consumer experience.  

Simon McKenzie
Industry Engagement Manager

Simon McKenzie

Time at TIO: eight years

My role involves working with service providers, which are the members of the scheme, to act as a point of contact with the TIO and exchange information about different issues that may have an impact on complaints.
The role provides me with a great deal of insight into the telecommunications industry, which is so dynamic and has such a variety of business models and people. It gives me an opportunity to work with providers to assist them to resolve complaints, provide fair outcomes to their customers and to review their practices where necessary.

It’s quite rewarding from the point of view that it’s wider than one complaint. Working in investigations I used to deal with isolated matters whereas in Industry Engagement I’ve had the chance to present to organisations at team level, provide training and analysis to senior management and promote information and knowledge exchange at the company level as well as individual.

I like meeting provider representatives and learning about their businesses, as well as the challenges they face in providing a good customer experience in an industry that is constantly changing and is very competitive. The industry provides a widely loved and adopted suite of products and services, so it’s relevant to just about every Australian who wants to communicate, pretty much 100 per cent of the population.

We’ve been able to provide our experience and advice to growing companies about the different issues that others before them have encountered when expanding into offering different products and services. It has been rewarding to see providers that have taken advantage of our offer of training experience rapid growth without too much disruption to their business due to complaints.

I’m studying Law at the moment with the assistance of the TIO and that has really helped, on top my Commerce and Management background developed in service industries, to add a legal understanding of the telecommunications industry and how consumer issues may be tied to the movement of assets, product launches, restructures, mergers and acquisitions or insolvencies. It has given me the knowledge to assist companies to come to terms with operational issues that have an impact on the consumer experience.