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Construction needs cloud flexibility
Australia’s embattled construction sector could benefit from cloud based information systems that can be switched on and off in lockstep with individual projects – with the exception of those organisations based in remote areas like the Kimberleys.
read moreConroy launches review of Telecomms Ombudsman
Stuart Corner
Saturday, 05 March 2011 10:49
Communications minister Stephen Conroy has launched a surprise -and speedy - review of the Telecommunications Industry Ombudsman Scheme, saying that the TIO latest statistics reveal complaints at an unacceptable level.
Conroy added: "The recently released TIO statistics show that complaints to the Ombudsman remain at very high levels and this is not acceptable'¦While I acknowledge the hard work the TIO does to deliver consumers with quick and effective solutions, I want to ensure it has the appropriate tools to deal with complaints."
The discussion paper seeks views on the effectiveness of the TIO dispute resolution mechanism in the areas of: speed, fairness and efficiency; consistency with current alternative dispute resolution best practice; its ability to promote and encourage industry efforts to deliver quality complaint resolution prior to outside intervention.
The review is the third initiative underway that seeks to examine and address issues around customer service in the telecommunications industry. The ACMA launched its 'Reconnecting the Customer' enquiry in July 2010 and Communications Alliance initiated a review of the Telecommunications Consumer Protection Code a month earlier.
This is the second review in the TIO's history. The Allen Consulting Group was commissioned to conduct a review in 2006. It was released in January 2007. Its overall conclusions were favourable. The discussion paper, however, flags as a key issue the TIO's failure to respond to recommendations made in the Allen Review.
It notes that there is no statutory requirement for a review of the TIO scheme. "'¦the TIO board controls the timing and scope of reviews of the TIO scheme'¦[and] the comprehensiveness and effectiveness of any TIO-commissioned review has caused some concern."
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