I took iiNet to TIO due to my FTTH being basically slow. I knew at the end of the day the fault was with OptiComm but got sick of waiting a year for iiNet/OptiComm to fight it out on who's to blame. After i lodged the complaint, 4 days later my issue was not only resolved but my monthly quota was unlimited for that month AND my entire bill was credited I think around 40% for the date the first fault was lodged (which was nearly a year @ $150.00 - 40%)
You're supposed to give them ample opportunity to resolve your fault and you inform them "i'm now going to TIO" and when that happens, they usually respond. --- Regards, Scott Barnes http://www.riagenic.com On Wed, Dec 18, 2013 at 11:15 AM, Greg Harris < [email protected]> wrote: > I am pleased to hear that the TIO has some teeth now. > > In the mid 1990's I worked for one of the many telco resellers (long since > merged into a bigger telco reseller several times). > They had a way of dealing with notices from the Ombudsman, they were > stacked in the corner of an office. > When the stack was too high, they started another stack. > There would have been many thousands of pages in those stacks. > My understanding was no one ever did anything about the stack. > > > > On Wed, Dec 18, 2013 at 10:45 AM, Nathan Chere <[email protected] > > wrote: > >> A level 1 complaint costs them about $35. If the matter can’t be >> resolved and is escalated, it then costs the defendant around $350 – a >> mandatory cost as part of being a TIO member. If the contract cancellation >> fee is anything less than $350, it makes more sense for them to waive the >> fee than let it escalate. If they still want to be dicks about it, the >> costs escalate rapidly from there – around $600 for a level 3 complaint and >> $2,500 for a level 4 complaint. >> >> >> >> In a nut shell, as soon as the TIO is involved it is in their best >> interest to pull their heads out of their asses and address your complaints >> properly instead of trying to bury it under ‘process’. >> >> >> >> *From:* [email protected] [mailto: >> [email protected]] *On Behalf Of *David Connors >> *Sent:* Wednesday, 18 December 2013 10:20 AM >> *To:* ozDotNet >> *Subject:* Re: [OT] Taking iiNet to TIO >> >> >> >> On 17 December 2013 21:44, Girish Madan <[email protected]> wrote: >> >> Just wanted to ask if anyone had any experience in making a complaint >> against iiNet to TIO. >> >> >> >> I signed up on a 24 months Phone, ADSL and TV Combo at the start of this >> year. After 10 months of over charging my credit card, faulty hardware and >> extremely poor customer service, i've had enough and want to cancel the >> contract. >> >> Unsurprisingly, they want me to pay to cancel the contract even though >> i've already been paying for the service that didn't work for a while. >> >> >> >> I've done a TIO against Telstra around some phone number porting. You >> will find iiNet become suddenly *very* responsive when you file the TIO >> complaint - as soon as I filed the complaint I had a case manager in >> Telstra's internal special TIO response group who resolved it in 24 hrs. >> The carriers are graded by numbers of complaints and levied accordingly. >> They take it very seriously. >> >> >> >> David. >> >> >> >> Click here <https://www.mailcontrol.com/sr/MZbqvYs5QwJvpeaetUwhCQ==> to >> report this email as spam. >> >> >> This message has been scanned for malware by Websense. www.websense.com >> > >
