Reconnecting the Customer—Tracking consumer outcomes: 2016 update (RTC2) | ACMA

Reconnecting the Customer—Tracking consumer outcomes: 2016 update (RTC2)

Overview

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.

Release date

December 2016

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Reconnecting the Customer—Tracking consumer outcomes: 2016 update (RTC2)

8.9 MB

1.9 MB

 

Attachment A: Questionnaire

 

89 KB

 

Data files for Reconnecting the Customer—Tracking consumer outcomes: 2016 update (RTC2)

   

19 KB 

Media release: Telco customer service: some things to celebrate & some to watch out for 

     

Comments and enquiries about the report should be sent to research.analysis@acma.gov.au.

Last updated: 20 December 2016