ACMA welcomes Telstra's customer protection scheme for mobile phone "bill
shock" ACMA media release 48/2011 – 25 May
The Australian Communications and Media Authority is pleased to acknowledge
Telstra's announcement today about plans to reduce customers' risk of
unexpectedly high mobile phone bills, commonly known as "bill shock."
Telstra said it will be introducing a scheme that allows users to have their
data speeds slowed down when their mobile data allowance is exceeded, rather
than being charged for excess domestic usage. Various other customer service
enhancements will also be part of the new consumer program.
The initiatives come on the heels of the ACMA's year-long Reconnecting the
Customer (RTC) draft inquiry report into the telco industry, due to be
announced next Wednesday (1st June). The report will examine
customer care practices, "bill shock" and complaints handling, among many other
issues, and will issue for comment a number of findings concerning a series of
recommendations about improving consumer protection in the communications
'The ACMA is highly gratified that the RTC strategy is already bearing
fruit,' said ACMA Chairman, Chris Chapman. Telstra's announcement is consistent
with the type of pro-active industry responses that the RTC is intending to
provoke and the ACMA looks forward to seeing what additional measures
telecommunications companies will introduce to assist their customers.
'Likewise, we look forward to the industry as a whole being similarly
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