Improving our communication with members

In February 2011 we launched an improved member portal – an online tool to communicate with service providers about their billing, complaint data and code issues.

The member portal replaces a number of hard and soft copy reports that were sent to service providers from various sources at the TIO. This new approach consolidates all this information in a standard format, providing consistent reports to service providers about their complaint statistics.

The data we provide through the member portal is also more frequent, with reports updated weekly or monthly, to give service providers a snapshot of:

We also provide weekly specific information about complaints in progress, escalations due to non-response and complaints issues.

The analysis we provide in these reports helps service providers to understand the broad nature of the complaints that are made to the TIO about their services and is valuable feedback for improvements in their business.