TIO opens new queue to handle ‘vulnerable’ customers
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Thursday, 24 August 2023 09:23
TIO opens new queue to handle ‘vulnerable’ customers
By Kenn Anthony Mendoza
The Telecommunications Industry Ombudsman has introduced the “Hardship and Extra Care” queue to improve complaint handling process for customers who need specialised support in response to recommendations logged to TIO’s Independent Review last year.
The “extra care” queue will cater to special cases, especially from consumers who are experiencing vulnerability.
These customers may be a victim of family violence, are in financial hardship, or require extra care and sensitivity when discussing how their phone and internet problems impact their lives.
Customers who have special cases are:
- are in financial hardship
- are experiencing or at risk of becoming homeless
- have a disability (whether physical or neurological)
- have learning difficulties or may be illiterate
- have experienced a life event such as death of someone close, or they are affected by flood or bushfire
- are a carer of a family member and going through a difficult period
- are victims or affected by family or domestic violence
The initiative is part of a wider vulnerability strategy that is being developed and implemented across the TIO, which assists us to identify and meet the needs of vulnerable consumers.
TIO says it wants to resolve the complaints as soon as possible. It will be assigned to trained case handlers if they remain unresolved.
The team are also looking to improve reporting on complaints in the "Hardship and Extra Care" queue to enable the TIO to work better with telcos and stakeholders in developing strategies to prevent and reduce these complaints.
“We aim to minimise the number and points of contact so a consumer does not have to retell their story multiple times, and relive that struggle. We’re also working closely with our members to ensure these consumers are treated with sensitivity and compassion,” commented TIO executive general manager operational excellence Bernie Wise.
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