On 1 June 2011, the ACMA published the draft report of its public inquiry into the customer service and complaints-handling practices of Australian telecommunications providers.
The report contains findings about the problems many consumers have when dealing with their provider and proposes changes to industry practices in order to improve their experiences.
The ACMA received a number of submissions in response to the proposals in the draft report. Copies of the submissions, which have not been specifically requested to be kept in confidence, are available in PDF or Word format below.
The draft report can be viewed on the ACMA website.
The ACMA also received a number of comments on the proposals contained in the draft report which can be viewed on the ACMA's Engage website.
List of submissions to the draft report
The ACMA also received submissions to the Reconnecting the Customer progress report that was released on 8 December 2010. The progress report provided an overview of the submissions to the consultation paper (see below) and other information gathered in relation to the inquiry. It identified the key themes of the inquiry and presented the main regulatory responses suggested by submitters. The submissions to this report are available for viewing below.
The progress report can be viewed on the ACMA website.
Submissions in response to the progress report
The ACMA initially received submissions in response to the Reconnecting the Customer consultation paper released on 19 July 2010. This paper outlined the terms of reference for the inquiry and sought input from members of the public, consumer groups, telecommunications companies and other regulatory agencies about customer service and complaints-handling issues.
Copies of the majority of submissions received are available below.
The consultation paper can be viewed on the ACMA website.
Submissions in response to the consultation paper