TIO’s Member Guidance to Signpost IDR and EDR

Details

ACCAN recently submitted to the Telecommunications Industry Ombudsman on their Member Guidance which outlines how members can appropriately signpost internal (IDR) and external dispute resolution (EDR) services to consumers. 

ACCAN recommends that the Telecommunications Industry Ombudsman:

  • undertake consultation on the Member Guidance once the reviewing of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 has been finalised.
  • develop an additional section of the Member Guidance that specifically outlines reasonable steps members should take to signpost IDR and EDR services while handling a complaint.

Download: pdfACCAN submission to TIO Member Guidance on ToR Clause 6.2 - Final Copy.pdf285.15 KB

Download: docxACCAN submission to TIO Member Guidance on ToR Clause 6.2 - Final Copy 1.docx205.87 KB