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Timeliness

The vast majority of the complaints we receive are solved through our referral of a consumer to specialist complaint handling staff at their service provider. We give the provider 10 working days to resolve the dispute. The consumer is provided with clear information about the “pathway” back to the TIO if they are not satisfied with how the service provider has handled their complaint. Where a consumer does not contact us again after that time, we regard the complaint as resolved and the case remains closed. In 2011-12, 88.5 per cent of our complaints were solved through referral.

Complaints closed
2011-12
Under 10 days
88.5%
View Complaints closed through referral

In 2011-12, the TIO’s introduction of conciliation greatly improved the length of time that it takes us to resolve a complaint once it moves into our investigation phase. Complaints that are not resolved through referral are now more likely to be resolved through conciliation rather than detailed investigations.

Complaints closed
Percentage of complaints not solved through referral
Percentage of all complaints
Between 0 and 35 days
70.2
7.9
Between 35 and 77 days
22.5
2.5
More than 77 days
7.3
0.8
View Complaints requiring conciliation/investigation

The TIO’s complaint process

We use a number of methods to facilitate a resolution, each with their own timeframes:

Referral – we refer the complaint to the service provider to give it another chance to resolve the complaint together with the consumer. The vast majority of our complaints are resolved this way, within a few days.

Conciliation – if a provider doesn’t make an offer, or the consumer is dissatisfied with the provider’s offer, we will work with the consumer and service provider to facilitate an agreement.

Investigation – if we are unable to reach a solution through conciliation, we may investigate the complaint and ask for evidence to support both the consumer’s and the service provider’s claims to decide an outcome.

Determination – if we are not satisfied that the matter has been resolved, the Ombudsman will decide on the appropriate solution to the complaint. Determinations by the Ombudsman are binding on service providers.

The TIO’s complaint process

We use a number of methods to facilitate a resolution, each with their own timeframes:

Referral – we refer the complaint to the service provider to give it another chance to resolve the complaint together with the consumer. The vast majority of our complaints are resolved this way, within a few days.

Conciliation – if a provider doesn’t make an offer, or the consumer is dissatisfied with the provider’s offer, we will work with the consumer and service provider to facilitate an agreement.

Investigation – if we are unable to reach a solution through conciliation, we may investigate the complaint and ask for evidence to support both the consumer’s and the service provider’s claims to decide an outcome.

Determination – if we are not satisfied that the matter has been resolved, the Ombudsman will decide on the appropriate solution to the complaint. Determinations by the Ombudsman are binding on service providers.