Report

Reconnecting the customer

12 Sep 2011
Description

The final report of the Australian Communications and Media Authority's public inquiry into the customer service and compalints-handling practices of Australian telecommunications providers.

‘Reconnecting the Customer has made findings about the concerns many consumers have when dealing with their service provider. It proposes five substantive changes to make buying and using a mobile phone or internet service much simpler,’ said ACMA Chairman, Chris Chapman.
The ACMA is formally inviting the industry to incorporate the following changes to its Telecommunications Consumer Protection (TCP) Code by February 2012:
Clearer pricing information in advertisements allowing consumers to more easily compare services.
Improved and more consistent pre-sale information about plans.
Developing meaningful performance metrics which allow consumers to compare providers.
Tools for consumers to monitor usage and expenditure.
Better complaints-handling by providers
Image: Philippe Put / flickr

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2011
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