The ACMA

Reconnecting the customer

Public inquiry

Reconnecting the Customer final report

In September 2011, the ACMA published the final report of its public inquiry into the customer service and complaints-handling practices of Australian telecommunications providers

The report proposes five substantive changes to make buying and using a mobile phone or internet service much simpler.

The ACMA formally invited the industry to incorporate the following changes to its Telecommunications Consumer Protections (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 that allow consumers to compare providers.

  • Tools for consumers to monitor usage and expenditure.

  • Better complaints-handling by providers.

ACMA Chairman Chris Chapman said, 'We have closely consulted on these outcomes with consumers and industry, and the overwhelming response has been that improvements are both urgent and necessary. The industry is now formally on notice to reflect these outcomes in the new TCP Code. If the industry doesn’t develop a code that addresses the ACMA’s concerns, the ACMA will mandate changes through direct regulation.'

Download the report

These documents are all in Adobe PDF format.






Last updated: 18 May 2016

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