A year after introducing strict new complaints-handling requirements, the telecoms regulator ACMA has released data showing telcos received a total of 1.4 million complaints over the full 2018–19 financial year - but concerns over telcos providing "late or inaccurate data" have resulted in the authority excluding the data provided by Optus from its report.
The telecomms industry has dodged a bullet with the acceptance by ACMA of the updated Telecommunications Consumer Protection Code (TCP) by ACMA. The self-regulation body Communications Alliance has responded to calls for improved consumer protection with some significant improvements. New standards will apply to information provided to consumers, how products are advertised, what is presented on the bill, and complaint-handling procedures.
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