Wednesday, 25 May 2022 11:37

ACMA expects telcos to be proactive protecting their vulnerable consumers

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The ACMA has laid expectations for telcos to be proactive in identifying and dealing with their consumers who face vulnerable circumstances.

In its Statement of Expectations published yesterday, expectations cover all key aspects of interactions—from practices and customer service to the provision of financial hardship support.

The statement’s message is clear: that people experiencing vulnerability should be supported and not further be disadvantaged, according to ACMA chair Nerida O’Loughlin.

O’Loughlin cites the pandemic and natural disasters such as fires and floods as vulnerabilities, saying, “these show just how quickly and unexpectedly people’s circumstances can change.”

“It’s important that telcos have processes in place to recognise and provide appropriate customer care and service to people in these situations,” O’Loughlin says.

O’Loughlin claims telcos can provide better customer service.

“Last year, we conducted an audit that found some telcos were not training staff regularly enough to recognise or deal appropriately with vulnerable consumers," she says.

“With the development of this statement, which was done in consultation with industry and consumer groups, telcos now have a clearer understanding of what is expected of them.”

ACMA’s compliance priorities include protecting vulnerable telco customers.

This first appeared in the subscription newsletter CommsWire on 24 May 2022.

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Kenn Anthony Mendoza

Kenn Anthony Mendoza is the newest member of the iTWire team. Kenn is also a contributing writer for South China Morning Post Style, and has written stories on Korean entertainment, Asian and European royalty, Millionaires and Billionaires, and LGBTQIA+ issues. He has been published in Philippine newspapers, magazines, and online sites: Tatler PhilippinesManila BulletinCNN Philippines LifePhilippine StarManila Times, and The Daily Tribune. Kenn now covers all aspects of technology news for iTWire.com.

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