Reconnecting the Customer

The ACMA has published the final report of its public inquiry into the customer service and complaints-handling practices of Australian telecommunications providers.

‘Reconnecting the Customer has made findings about the concerns many consumers have when dealing with their service provider. It proposes five substantive changes to make buying and using a mobile phone or internet service much simpler,’ said ACMA Chairman, Chris Chapman.

The ACMA is formally inviting the industry to incorporate the following changes to its Telecommunications Consumer Protection (TCP) code by February 2012:

Clearer pricing information in advertisements allowing consumers to more easily compare services
Improved and more consistent pre-sale information about plans
Developing meaningful performance metrics which allow consumers to compare providers
Tools for consumers to monitor usage and expenditure
Better complaints-handling by providers

‘We have closely consulted on these outcomes with consumers and industry and the overwhelming response has been that improvements are both urgent and necessary,’ Mr Chapman said.

‘The industry should address these concerns as soon as possible so the industry is now formally on notice to reflect these outcomes in the new TCP code.

‘If the industry doesn’t develop a code that addresses the ACMA’s concerns, the ACMA will mandate changes through direct regulation.’

The following documents are available

Reconnecting the customer – final public inquiry report (Word or PDF)

Reconnecting the customer – executive summary - final public inquiry report (Word or PDF)

Reconnecting the customer – summary of final proposed solutions (Word or PDF)

Reconnecting the customer – overview (Word or PDF)

Public inquiry – how it unfolded. As the ACMA’s Reconnecting the Customer public inquiry concludes, we look back at how the inquiry unfolded.

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6 Responses to Reconnecting the Customer

Patrick Zander says:

June 1, 2011 at 4:16 am

THe TIO reportedly receives around 900 complaints a day and IMO this document is only the tip of the iceberg. New regulations have to come into place that a froces the governement to fix the telco industry. Such regulations include, (and not limited) consumers must be notified/suspended once they reach there call cap, if you have a home phone you can ask your provider to suspend the service once 50 dollars worth of calls are made, etc. Why is it that companys with Australian based call centers and overseas 3rd world country call centers have the same regulations? This is not acceptable ACMA.

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Stephen says:

June 4, 2011 at 12:24 pm

It’s great to see this issue being tackled in such a comprehensive manner. Well done to all involved in bringing this together!
Given that the telecommunications industry is so widely recognised as providing some of the worst customer service, it will be even better if all the proposals are adopted.
As someone who is passionate about customer experience management and business process improvement, the provision of telecommunications services and associated customer support, do not have to be so complicated. It’s the providers that can simplify their service delivery and focus on delivering successful customer outcomes, that will ultimately succeed.

As someone who is also involved in the auditing of standards, may I suggest that you consider the following correction:
The media release on your site at http://www.acma.gov.au/WEB/STANDARD/pc=PC_410041 incorrectly quotes the Australian Standard for Complaints-handling as being AS ISO 100002-2006.
It is actually AS ISO 10002-2006, as found here: http://infostore.saiglobal.com/store2/Details.aspx?ProductID=341668
This typo seems to have been perpetuated (maybe even propagated) across other documents including the summary of proposed solutions, the media release and the Draft Report.

- Stephen

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- Editor says:
  
  June 6, 2011 at 7:11 am
  
  Hi Stephen
  
  Thanks for the feedback and the heads up on the incorrect standard number – we have corrected the relevant documents
  
  Reply
kwv says:

August 15, 2011 at 10:39 am

Reconnecting The Customer not if you contact The ACMA regarding online contents that is illegal especially spam and encourages violence and racism against others like on Facebook.

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- Editor says:
  
  August 24, 2011 at 4:59 am
  
  In accordance with legislation, the ACMA investigates valid complaints about potentially prohibited content with reference to the criteria in the National Classification Scheme. If the content does not meet the criteria, the ACMA does not take further action.
  
  Reply
Tony Bates says:

October 24, 2011 at 1:50 pm

Has anyone else had an issue with BigPond retrospectively declaring their home town a satellite only service area and no longer a wi-fi internet area? I have not been officially told, but BigPond customer Service have told me there is nothing they can do. Apparently my home town, El Dorado, in Victoria is deemed a remote area (only 13.5 kms from the nearest tower) and 20 kms from a regional centre, being Wangaratta. My son works in the Tanami Desert (a REMOTE area) yet he gets wi-fi! Have been to the TIO and am now awaiting assistance from my local MP (Federal). I occassionally get one bar of reception instead of the previous 3 or 4 and that is with an external roof mounted yargi. Telstra changed their signal on 2 towers back in March 2011 to enable the signal to reach the Hume Highway and to increase the strength into Wangaratta. So, we country folk have been cast aside in on fell swoop. Ideas please?

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