How does Alternative Dispute Resolution apply to the TIO?
The TIO is an industry-based Alternative Dispute Resolution scheme. Our way of working is informed by the Australian Benchmarks for Industry-Based Customer Dispute Resolution Schemes. Our role is to help consumers and telecommunications companies resolve complaints together. We investigate complaints by considering the facts provided by both parties, i.e. the individual/business with a complaint and their telephone or internet service provider. When we help resolve complaints we consider not only the law and good industry practice but also what is fair and reasonable in all the circumstances. We stay independent of both parties at all times. We are not a consumer advocacy organisation. However, we acknowledge that there can be a power imbalance between an individual consumer and a big company with many staff and other resources. To redress this power imbalance we may support a consumer to present their complaint. This does not mean that any complaint will be decided in a consumer’s fav
The TIO is an industry-based Alternative Dispute Resolution scheme. Our way of working is informed by the Australian Benchmarks for Industry-Based Customer Dispute Resolution Schemes. Our role is to help consumers and telecommunications companies resolve complaints together. We investigate complaints by considering the facts provided by both parties, i.e. the individual/business with a complaint and their telephone or internet service provider. When we help resolve complaints we consider not only the law and good industry practice but also what is fair and reasonable in all the circumstances. We stay independent of both parties at all times. We are not a consumer advocacy organisation. However, we acknowledge that there can be a power imbalance between an individual consumer and a big company with many staff and other resources. To redress this power imbalance we may help a consumer to present their complaint. This does not mean that any complaint will be decided in a consumer’s favour
