0
Wireless

Australian govt announces telecom Consumer Safeguards Review

Tuesday 17 April 2018 | 10:07 CET | News
The Australian government has released the terms of reference for a review into consumer safeguards in the telecommunications sector. The review will be undertaken in three parts. According to the government, the first stage of the Review will examine the existing model for handling consumer complaints and will identify improvements to drive better outcomes for users.

The first part seeks to ensure that consumers have access to an effective complaints handling and redress scheme that provides transparency and holds telcos accountable for their performance. The second part aims to ensure consumers have reliable telecommunications services including reasonable timeframes for connections, fault repairs and appointments; as well as potential compensation or penalties against providers. The third part seeks to ensure that consumers are able to make informed choices and are treated fairly by their provider in areas such as customer service, contracts, billing, credit and debt management, and switching providers.

According to the government, the 6-month update report recently released by Australia's Telecommunications Industry Ombudsman (TIO) “shows that the existing model for complaints handling and redress is not working”. “Customers are continuing to experience poor service, and are unable to get their service provider to satisfactorily resolve issues”, said Minister for Communications Mitch Fifield.

“The fact that complaints to the TIO are still high across all types of fixed line and mobile services clearly shows that telcos need to lift their game. I have already directed the ACMA to put in place rules to support a better consumer experience during the NBN transition, including a complaints handling standard. It is now time to look at the effectiveness of consumer protections across the board.”, Fifield added.

The Department of Communications and the Arts plans to soon release a discussion paper on Redress and Complaints Handling for consultation with industry and the public. Recommendations for redress and complaints handling will be provided to the Government in coming months. Recommendations for all three parts of the consumer safeguards framework will be provided to Government for consideration by the end of 2018.



Free Headlines in your E-mail

Every day we send out a free e-mail with the most important headlines of the last 24 hours.

Subscribe now

Categories: Mobile & Wireless
Companies: ACMA
Countries: Australia
::: add a comment

Add comment

We welcome comments that add value to the discussion. We attempt to block comments that use offensive language or appear to be spam, and our editors frequently review the comments to ensure they are appropriate. If you see a comment that you believe is inappropriate to the discussion, you can bring it to our attention by using the report abuse links. As the comments are written and submitted by visitors of the Telecompaper website, they in no way represent the opinion of Telecompaper.


Related

Australia sees 29% increase in telecom complaints in 6-month period

Published 17 Apr 2018 10:31 CET | Australia
Complaints to the Telecommunications Industry Ombudsman (TIO) reached a total of 84,914 (covering mobile, fixed line telephony, ...

Australia telecom complaints increase in Q4

Published 25 Jan 2018 09:32 CET | Australia
Complaints to the Telecommunications Industry Ombudsman (TIO), as a proportion of services in operation (SIO) increased to 8.7 ...

Australia telecom complaints decrease in Q3

Published 17 Oct 2017 09:35 CET | Australia
Telstra and Vodafone saw 8.7 and 4.3 complaints per 10,000 SIO respectively. Optus received 10.3 complaints per 10,000 SIO in the ...

Australian court dismisses ACCC action against LG

Published 01 Sep 2017 09:57 CET | Australia
Australia's Federal Court has dismissed proceedings brought by the Australian Competition and Consumer Commission (ACCC) against ...

Australia telecom complaints increase in Q2

Published 21 Aug 2017 14:30 CET | Australia
Complaints to the Telecommunications Industry Ombudsman (TIO), as a proportion of services in operation (SIO) reached 9.0 ...





EUR 17.9
Dutch blended ARPU
Netherlands  |  2017Q4

Calendar   /   Industry Events

23 Apr Tele2 Q1 2018
23 Apr Alphabet Q1 2018
23 Apr Bharti Infratel Q1 2018
23 Apr MTG Q1 2018
23 Apr Dtac Q1 2018
23 Apr Monetising Big Data in Telecoms World Summit
23 Apr MVNOs World Congress
23 Apr AI and Digital Innovation
24 Apr Verizon Q1 2018
24 Apr Texas Instruments Q1 2018
24 Apr Corning Q1 2018
24 Apr Inphi Q1 2018
24 Apr Millicom Q1 2018
24 Apr Etisalat Q1 2018
24 Apr Siminn Q1 2018
24 Apr Telekom Austria Q1 2018
24 Apr Telenor Q1 2018
24 Apr Audicodes Q1 2018
24 Apr NextGenTel AGM
24 Apr Telecom Italia AGM
25 Apr Telefonica Deutschland Q1 2018
25 Apr Optima Telekom Q1 2018
25 Apr Comcast Q1 2017
25 Apr Twitter Q1 2018
25 Apr Netgear Q1 2018
25 Apr F5 Networks fiscal Q2
25 Apr AT&T Q1 2018
25 Apr Telefonica Brasil Q1 2018
25 Apr Ooredoo Q1 2018
25 Apr IMS World Forum
::: More Calendar Items