The Federal Court battle between the Telecommunications Industry Ombudsman (TIO) and ISP, Exetel, is officially over.
Exetel took the TIO to Court late last year to recoup cost of dealing with customer 114 complaints that were handled by the TIO before the ISP was even able to resolve it with customers.
The rules around the TIO are that customers should contact their telephone or ISP to complain before escalating their issues to the independent complaints body.
After length discussions with Exetel, the TIO has agreed to a three-month trial of a new complaints handling system for customers unable to speak with their service providers. This is to ensure service providers are fully aware of the customer complaints and the circumstances surrounding them.
TIO did not make any payment to Exetel.
“During the trial, complainants will continue to be referred to a senior point of contact with the Member [the service provider] to have their complaints dealt with,” Exetel and TIO said in a joint statement.
“Upon the TIO Council’s rendering of its advice to the Ombudsman the proceedings will be dismissed.”
The TIO council is comprised of industry, consumer and independent representatives.