Telco Inquiry Needs Public Support

In what is bound to be a hotbed of opinion and debate, the Australian Communications and Media Authority (ACMA) is seeking input on the problems telecommunications customers are experiencing with customer service and complaints-handling.

In what is bound to be a hotbed of opinion and debate, the Australian Communications and Media Authority (ACMA) is seeking input on the problems telecommunications customers are experiencing with customer service and complaints-handling.

“We want to understand what the problems are – the way the telecommunications industry is dealing with its customers and the root causes of those problems,” said ACMA Chairman Chris Chapman. “And critically, we want to identify enduring solutions that will improve customer service and complaints-handling, both now and into the foreseeable future.”

A consultation paper seeks input about these issues from everyday members of the Australian public, consumer groups, telecommunications companies and other regulatory agencies.

“The inquiry is being undertaken with the intention to significantly improve outcomes for Australian telecommunications consumers,” Chapman said. “As an evidence-informed regulator, we intend to gather evidence that will shine a light on the real problems causing the high numbers of complaints being made to the Telecommunications Industry Ombudsman, problems which are broadly corroborated by strong anecdotal feedback.

“We will be looking also for solutions that will facilitate best practice customer service in an increasingly complex communications environment. We want consumers to regain confidence that they will receive the services they need in a way that meets their expectations.

‘It will also be vital that we work with industry players and other key stakeholders, including other regulators, to make this work—and we will do that through regular meetings and dialogue. We want to hear from consumers, who are the current and future users of telecommunications services—and we intend to do that through workshops and other forums.”



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