Our people

Girls sitting on couch playing with devices 

The majority of our staff engage in dispute resolution. We aim to attract, develop and support staff with the skills required to deliver an excellent telecommunications dispute resolution service.

We had 191 employees (excluding agency staff) at 30 June 2015, compared to 242 at the same time in 2014, a 21 per cent reduction.

We made 41 roles redundant due to a decline in complaint demand and a change in the nature of complaints. The reductions included consolidating some areas of work, reducing management and administrative roles, and making the role of Case Officer redundant. We simultaneously strengthened resources in coaching, front line complaint handling and investigations.  

The reductions improve the TIO's financial position and ensure we have adequate resources.  

Organisational structure

The TIO is organised into four main workgroups:
  • Dispute Resolution division
  • Industry, Community and Government division
  • Professional Services teams of legal, finance and company secretariat, and
  • a new Corporate Services division comprising the people and development; facilities management; and information, systems and technology teams. 

View our organisational chart.

Gender equality

We have a balanced and supportive workplace, as shown by gender equality indicators reported to the Workplace Gender Equality Agency in 2015. 

We provide: 

  • up to 16 weeks paid parental leave for primary care givers and 11 weeks for secondary carers when their partner returns to work, on top of government entitlements 
  • flexible work options to staff where business needs allow this, and
  • breastfeeding facilities. 

Gender composition

TIO Workforce Female Male
Management 48% 52%
Non-managers 51% 49%

Governing bodies

The Board of TIO Ltd has six female Directors (including the Independent Chair) and five male Directors. 

Workplace health and safety

In compliance with the Occupational Health and Safety Act 2004 (Vic), the Ombudsman and Board of TIO Ltd established a Workplace Health and Safety Policy and Procedures Manual to ensure the safety and wellbeing of staff, contractors and visitors. 

A workplace health and safety committee meets regularly to discuss, review and feed back to our Executive team and Board about any potential health and safety issues in the office. 

Other activities to care for our staff include: 

  • regular desk and office assessments to ensure the workplace is safe
  • a year-round health and wellbeing program with events that included seminars for staff on stress reduction, nutrition and physical activity in 2014-15, and
  • an employee assistance program that staff or their immediate family can access for free if they need to talk to a mental health professional for any work or non-work related issues.

Health and wellbeing

We continued an annual calendar of health and wellbeing events for TIO employees. These included workplace massages, flu vaccinations, a yoga workshop, a fitness for life seminar and an RUOK campaign to raise awareness of mental health issues.

Graduate Certificate in Dispute Resolution (Industry)

The Graduate Certificate in Dispute Resolution is a first-of-its-kind industry-based postgraduate qualification that we launched in 2014 with Box Hill Institute. It focuses on developing the dispute resolution, case management, communication and legal skills of our dispute resolution officers to improve the quality of our services in the long term.

We developed a structured learning program for dispute resolution officers that is modular, repeatable and contemporary. TIO staff can translate this regular training into a Graduate Certificate in Dispute Resolution (Industry) by doing extra work with Box Hill Institute.

We developed and rolled out five modules of the structured learning program in 2014-15, building on the work done in 2013-14:
  • Communicating Effectively with Diverse Parties
  • Alternative Dispute Resolution Methodologies
  • Dealing with Challenging Conduct
  • Telecommunications Industry, and
  • Telecommunications Technology.
The pilot group is due to graduate in 2016.