[LINK] Fwd: MR93/2011: Reconnecting the Customer final report released [SEC=UNCLASSIFIED]
tony at tony-barry.emu.id.au
Thu Sep 29 15:31:06 AEST 2011
Begin forwarded message:
> From: media at acma.gov.au
> Date: 9 September 2011 12:21:12 AM AEST
> To: <tony at tony-barry.emu.id.au>
> Subject: MR93/2011: Reconnecting the Customer final report released [SEC=UNCLASSIFIED]
> Reply-To: blake.murdoch at acma.gov.au
> 9 September 2011
> Reconnecting the Customer final report
> The Australian Communications and Media
> Authority today 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:
> 1. Clearer pricing information in
> advertisements allowing consumers to more
> easily compare services.
> 2. Improved and more consistent pre-sale
> information about plans.
> 3. Developing meaningful performance
> metrics which allow consumers to compare
> 4. Tools for consumers to monitor usage
> and expenditure.
> 5. Better complaints-handling by
> ‘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.’
> A copy of the report and associated documents
> can be found on the ACMA’s engage website -
> For more information or to arrange an
> interview please contact: Blake Murdoch, on
> (02) 9334 7817, 0411 504 687 or
> media at acma.gov.au.
> The ACMA is Australia’s regulator for
> broadcasting, the internet,
> radiocommunications and telecommunications.
> The ACMA’s strategic intent is to make
> communications and media work in Australia’s
> public interest. For more information:
> Follow the ACMA online
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