[LINK] The ACMA and Telcos

[stephen at melbpc.org.au]

"I am nailing the Authority’s colours to the mast.."

Telcos grilled on customer complaints

by aturner | April 22, 2010 <http://digihub.theage.com.au/node/1642>


After a boom in customer complaints, the industry watchdog (the ACMA)
has announced a public inquiry into telco customer service issues.

The government has been talking tough with the telcos for a while, 
especially with the jump in complaints to the Telecommunications Industry 
Ombudsman since the mobile data wars kicked off a few years ago. 

Now the Australian Communications and Media Authority has announced a 
formal inquiry into the telecom industry's practices in dealing with the 
problems of customers. 

The inquiry will determine whether direct regulation of complaint 
handling is necessary, according to ACMA chairman Chris Chapman.

"In particular, I want the inquiry to shine a strong light on complaints 
handling, and the unresponsiveness of the industry to its customers," 
Chapman says.

"We remain supportive of the co-regulatory approach but, building on what 
we have learnt in the Telco space over the last several years as to the 
shortcomings of that approach - particularly with respect to consumer and 
user concerns - we are moving ahead with renewed vigour and a strong, pro-
active bias... So I am nailing the Authority’s colours to the mast. We’re 
not waiting for anyone, anymore."

Telstra's billing system is atrocious, while Optus' marketing department 
has long been writing cheques that its groaning mobile network just can't 
cash. Of course none of the telcos are without sin and it will be 
interesting to see what comes of the inquiry. 

Hopefully ACMA can back up its words with actions and force all the 
telcos to lift their game.

--

Cheers,
Stephen