“ACCAN is delighted that the ACMA’s enforcement of new complaint handling rules has resulted in swift action through formal warnings and remedial directions," ACCAN said in a statement issued on Tuesday.
“It is fundamentally important for consumers and small businesses that they are provided with the information they need to empower them to complain should a problem arise,” said ACCAN director of Policy, Una Lawrence.
“Additionally, any complaints that arise should be dealt with fairly and promptly. This is especially the case during the NBN switchover, which is compelling consumers to reconsider their telco arrangements, make decisions about their service needs, and engage with telco retailers.”
As a result of the ACMA investigation, 31 telcos now face enforcement action for not having appropriately documented complaints-handling processes available for their customers in compliance with new requirements in place since 1 July.