Member Survey 2013

The TIO is pleased to announce that its Member Satisfaction Survey 2013 begins today (May 1). The survey will be open to all members to provide feedback until May 31.

We encourage you to take this chance to give us feedback and help us improve our services to you. The 2013 survey, designed by Customer Service Benchmarking Australia (CSBA), will concentrate on three areas.

General Membership Survey

You are invited to complete this six-minute questionnaire and tell us what you think of the TIO’s performance overall. The survey, hosted by CSBA, is open to all members of TIO Ltd and can be completed anonymously.

Please complete the TIO’s 2013 General Membership Survey.

Case Specific Survey

The TIO is seeking your views about the TIO’s handling of complaints using the Conciliation process, which was introduced last year.

From May 1, each time the TIO notifies you that a conciliated case has been closed, we will include a link to a six minute questionnaire at the end of the notice. This questionnaire will ask for your thoughts about the way the TIO handled that particular complaint.

Account Management Survey

In 2011, the TIO introduced an Account Management model to provide a better and more efficient service to those members we have the greatest amount of contact with.

We are keen to understand how effective our account management approach is.  Members in the Top 50 (by complaint volume) will be invited to take part in interviews about their experience with the TIO and their account manager. CSBA will conduct the interviews.

More information and contact details

For more information about your TIO membership or clarification of this post, please contact or 03 8680 8424.

For more information about Customer Service Benchmarking Australia ( and the methodology it will be using, feel free to contact Glendon Hubner at