Displaying items by tag: complaints handling

ACMA has published its telco complaints-handling data for the quarter ended December 2020, with the Communications Alliance noting complaints have dropped 40% of a 2 year period

Tasmanian electricity retailer 1st Energy has admitted it likely misled consumers in making representations to consumers in the State during unsolicited telemarketing calls.

Resolving phone and Internet issues costs Australians over $150 million per year in lost time, according to new research from Australia's communications consumers peak body, the Australian Communications Consumer Action Network (ACCAN).

There’s no letup in the work of the telecommunications consumer protection agency, the Telecommunications Industry Ombudsman, despite the coronavirus crisis forcing its own workers to work from home like millions of other Australians.

Telco V4 Telecom has been warned by the Australian Communications and Media Authority over its “inadequate” complaints handling processes, as the regulator continues its industry-wide clampdown on non-compliance with complaints handling standards.

Mobile services have fared best with a low rate of consumer complaints in stark contrast to voice only services delivered by telcos over the NBN which had the highest rate of complaints over a six month period last year, according to a report by the telecommunications regulator, the Australian Communications and Media Authority.

Customers have become increasingly satisfied over the past 12 months with the service they receive from telecommunications providers, according to a newly published survey, despite previously reduced levels of satisfaction.

Macquarie Telecom group executive Luke Clifton has launched a scathing attack on the telecommunications industry, demanding what specific actions individual telcos and businesses will take to lower consumer complaints, “and then hold them to it before the industry ends up facing its own Royal Commission”.

The telecommunications industry has raised concerns about the likely flow-on costs to consumers from the standards which would have to be met under new rules proposed for service providers dealing with consumers migrating to the national broadband network.

The communications regulator, the Australian Communications and Media Authority, has embarked on public consultation on new rules it is considering imposing which would set new, minimum complaints-handling process requirements on all telecommunications service providers dealing with consumers migrating to the national broadband network.  

Australia's peak telecommunications consumer body, the Australian Communications Consumer Action Network, says proposed new rules designed to improve telco complaint handling will ensure that the regulator has better tools to ensure practices of telco providers improve.