Research report

Reconnecting the customer—tracking consumer outcomes: 2016 update (RTC2)

20 Dec 2016

This is the third piece of research to track the effectiveness of changes to the Telecommunications Consumer Protections (TCP) Code in 2012 and other outcomes of the ACMA’s Reconnecting the Customer inquiry. This research examines the effectiveness of the changes now that they have been in place for a longer period and explores key emerging trends since 2012 that have also affected the experience of telecommunications consumers.

The RTC2 research shows there have been ongoing improvements in many aspects of telecommunications service experience since the changes to the TCP Code in 2012, but there are still some improvements to be made.

It complements Migrating to the NBN: The experience of Australian consumers, with the two pieces of research giving the ACMA a comprehensive overview of the consumer experience with their telecommunications and internet services, including NBN migration.

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