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.
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.