Tuesday, July 26, 2011

Australia - regulator has released the 40 submissions to its reconnecting customers addressing deep problems in the lack of customer care

[it wire] The Australian Communications and Media Authority (ACMA) have today released a wave of public submissions made about the organisation’s “Reconnecting the Customer” draft report.

Almost 40 public submissions were made to ACMA regarding the inquiry’s draft report published last month, coming from Australian organisations both in and out of the industry including Telstra, Vodafone Hutchison Australia, Optus, Internode, Central Land Council and the Brotherhood of St Laurence.

A number of individuals also made submissions to the inquiry, with one calling for telcos to “listen not [to just] hear” problems.

The inquiry began in April 2010, when ACMA announced it was time to investigate the growing dissatisfaction with customer service provided by internet service providers and telecommunication companies in Australia.

Preliminary results show key problematic areas include how long and hard it can be to get in touch with service providers when support is required, long waiting periods to get problems resolved and differing advice about services available between providers.

The inquiry has also found ”bill shock” — when a customer receives a higher bill than expected — is a common occurrence that needs to be dealt with.

Submissions to ACMA’s telco customer support inquiry released

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