[LINK] Fwd: MR93/2011: Reconnecting the Customer final report released [SEC=UNCLASSIFIED]

[Antony Barry]

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 
> released 
> 
> 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 
> providers.
> 
> 4.	Tools for consumers to monitor usage 
> and expenditure.
> 
> 5.	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.’
> 
> A copy of the report and associated documents 
> can be found on the ACMA’s engage website - 
> www.engage.acma.gov.au
> 
> 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: 
> www.acma.gov.au. 
> ________________________________________
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