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: ozdotnet-boun...@ozdotnet.com [mailto:ozdotnet-boun...@ozdotnet.com] 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 <girishma...@gmail.com<mailto:girishma...@gmail.com>> 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
