On 4 May 2012, the Minister for Broadband, Communications and the Digital Economy announced the release of the TIO Report.
The report's main recommendation is that legislative amendments be made to provide greater clarity around the TIO's role and expected standards of operation. This includes the establishment of framework principles under the Telecommunications (Consumer Protections and Service Standards) Act 1999 based on the Benchmarks for Industry-based Customer Dispute Resolution Schemes.
Other areas addressed in the report include:
implementing improved regulatory incentives for industry to comply with the TIO scheme, including the potential introduction of a mechanism which clearly identifies industry participants
adopting a unitary governance structure, with equal representation from consumers and industry, and an independent chair
making improvements to the TIO's approach to identifying and reporting on systemic issues
making improvements to public accountability and reporting by delivering improved complaint statistics, fair and reasonable policies and procedures, more efficient escalation of complaints, and publication of information about the TIO's performance
enhancing awareness levels of the TIO's existence and role in addition to enhancing the training of staff in order to deliver greater efficiency and accessibility in its service.