Wednesday, 28 October 2020 11:44

ACMA backs telco consumer regulatory reform Featured

By

Australia’s telecommunications regulator, the Australian Communications and Media Authority (ACMA), is backing reform of current regulatory safeguards in the telecommunications sector.

The ACMA chair Nerida O’Loughlin says that with telecommunications now an essential service for Australian consumers and business, and with COVID-19 highlighting that more than ever, reliable communications are critical to consumers, businesses and government.

“The majority of Australians are satisfied with many aspects of their telco services. But, as an essential service, consumers now want to be satisfied with all aspects of that service. And they are not, consumers expect more,” she said.

O’Loughlin pointed to new ACMA research conducted in late 2019 showing telco consumers, particularly businesses, are still battling with service outages and complaints handling.

The research found that two-thirds of businesses had at least one issue or fault in the six months prior to the research - and of businesses that experienced a loss of Internet service or an outage, 42% reported the impact as major.

And a reported 40% of businesses with telco services made a complaint to their provider in the previous six months, with 21% of complaints taking more than three weeks to resolve.

“It is hard to imagine how to be in business today without a reliable internet service, so these numbers are especially worrying,” O’Loughlin said.

The ACMA has also today published complaints data from telcos that prompts continuing concerns about their complaints-handling performance.

The data shows that almost 1.4 million complaints to telcos were received over the 2019–20 financial year – down by 17.5% from last year.

“It is good to see the drop in complaint numbers. But the total number of complaints is still too high, especially compared with other essential services. We also know that reporting of complaints may have been impacted by consumers having difficulty contacting their telco provider during the COVID pandemic,” O’Loughlin said.

“Given these ongoing, systemic and impactful consumer issues, the ACMA strongly supports the government’s reconsideration of the current telco consumer protection regime.”

The ACMA has made its case for change in its submission to the government’s Consumer Safeguards Review—Part C: Choice and fairness.

“We propose that clear and properly enforceable rules made by the regulator replace current co-regulatory arrangements to deliver essential safeguards for consumers,” O’Loughlin said.

“We also propose that all telcos must be registered and that irresponsible telcos that rip off consumers can be deregistered by the ACMA.

“This review presents an opportunity to recast the rules and replace detailed, cumbersome, contested and often confusing industry codes with a clear set of rules about what is essential for consumers. This will also deliver savings for industry, freeing up valuable resources to deliver better outcomes for consumers and drive innovation into the future,” O’Loughlin concluded.


Subscribe to ITWIRE UPDATE Newsletter here

Now’s the Time for 400G Migration

The optical fibre community is anxiously awaiting the benefits that 400G capacity per wavelength will bring to existing and future fibre optic networks.

Nearly every business wants to leverage the latest in digital offerings to remain competitive in their respective markets and to provide support for fast and ever-increasing demands for data capacity. 400G is the answer.

Initial challenges are associated with supporting such project and upgrades to fulfil the promise of higher-capacity transport.

The foundation of optical networking infrastructure includes coherent optical transceivers and digital signal processing (DSP), mux/demux, ROADM, and optical amplifiers, all of which must be able to support 400G capacity.

With today’s proprietary power-hungry and high cost transceivers and DSP, how is migration to 400G networks going to be a viable option?

PacketLight's next-generation standardised solutions may be the answer. Click below to read the full article.

CLICK HERE!

WEBINAR PROMOTION ON ITWIRE: It's all about webinars

These days our customers Advertising & Marketing campaigns are mainly focussed on webinars.

If you wish to promote a Webinar we recommend at least a 2 week campaign prior to your event.

The iTWire campaign will include extensive adverts on our News Site itwire.com and prominent Newsletter promotion https://www.itwire.com/itwire-update.html and Promotional News & Editorial.

This coupled with the new capabilities 5G brings opens up huge opportunities for both network operators and enterprise organisations.

We have a Webinar Business Booster Pack and other supportive programs.

We look forward to discussing your campaign goals with you.

MORE INFO HERE!

BACK TO HOME PAGE
Peter Dinham

Peter Dinham - an iTWire treasure is a mentor and coach who volunteers also a writer and much valued founding partner of iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

Share News tips for the iTWire Journalists? Your tip will be anonymous

WEBINARS ONLINE & ON-DEMAND

GUEST ARTICLES

VENDOR NEWS

Guest Opinion

Guest Interviews

Guest Reviews

Guest Research

Guest Research & Case Studies

Channel News

Comments