The Australian Communications and Media Authority has called for as many examples of customer service problems with telecommunications companies as it can find to include in an official inquiry into the industry.
Chair of the national communications watchdog, Chris Chapman said the aim of ACMA’s telecommunications industry inquiry was to improve outcomes for consumers.
“We want to understand what the problems are,” Mr Chapman said. “The way the telecommunications industry is dealing with its customers and the root causes of those problems.
“And critically, we want to identify enduring solutions that will improve customer service and complaints-handling, both now and into the foreseeable future.”
Phone probe calls for complaints
Mr Chapman said ACMA wanted to gather evidence to explain the reasons for the high number of complaints being made to the Telecommunications Industry Ombudsman, problems which were broadly corroborated by strong anecdotal feedback.
He said the Authority would also be looking for ways to facilitate best practice customer service in what was an increasingly complex communications environment.
“We want consumers to regain confidence that they will receive the services they need in a way that meets their expectations,” Mr Chapman said.
Releasing a consultation paper and the inquiry’s Terms of Reference, Mr Chapman urged members of the public, consumer groups, telecommunications companies and other regulatory Agencies to have their say.
He said it was important for ACMA to work with industry players and other key stakeholders, including other regulators, in order for the inquiry to succeed.
He said the paper was designed to allow for both general and more detailed, targeted responses and workshops and other forums would be held to engage with consumers.
More information is available from www.acma.gov.au or phone 1800 062 130.
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