The portal for all your credit privacy needs
We can help simplify the dispute resolution process!
Welcome to Tcocreditprivacy.com.au, the online portal for the Tolling Customer Ombudsman’s dispute resolution services in relation to privacy breaches of the Privacy Act 1988 (Cth) by credit providers.
The Tolling Customer Ombudsman
scheme has been in operation as an alternative dispute resolution process for eight years and it has recently expanded its jurisdiction to deal with credit privacy disputes. These do not relate only to tolling operators, but to other enterprises that have elected to utilise TCO’s services. Collectively these are known as participants.
If you are a credit provider, have concerns regarding potential or actual privacy breaches, or have a privacy issue which requires resolution, we can help.
Philosophy
The TCO provides an independent dispute resolution service which is low cost to participants and free to customers.
The TCO expects that participants have a high standard, responsive customer relations or complainants resolution service, committed to early resolution of enquires and complaints by customers.
The TCO requires that any enquiry or complaint should be resolved promptly and fairly, wherever possible, between the participant and the complainant as its customer, without referral to the TCO.
The TCO, when a matter is not so resolved, will provide every opportunity in processing the matter to enable the participant and its customer to settle their issues without a TCO decision.
The TCO, in the event a matter is not resolved, shall make a decision on the material provided by the parties and inform the parties expeditiously.
Overview of process
The TCO has the power to make recommendations and decisions regarding a customer's enquiry or complaint that falls within its jurisdiction. The participants covered by the scheme have agreed that TCO decisions are binding for them.
The TCO will refer matters outside of its jurisdiction to a participant for consideration, but will advise the customer on the limitation of its powers.
Importantly, customers still maintain their rights. If they are dissatisfied with a TCO decision they are not bound to accept it and may pursue other avenues of complaint resolution open to them under the Privacy Act.