Public submissions to Reconnecting the Customer public inquiry released | ACMA

Public submissions to Reconnecting the Customer public inquiry released

ACMA media release 70/2011 – 26 July 

A wide range of stakeholders, including the major telecommunication companies, government agencies and individual consumers have commented on the Australian Communications and Media Authority's Reconnecting the Customer draft public inquiry report.

ACMA Chairman, Chris Chapman, reasserted the draft report contains strong findings about consumers' problems with Australian telecommunications providers and proposed significant changes to improve their experiences.

'The submissions we received in response to the inquiry clearly demonstrate that the issue of customer care is of major importance for Australian consumers and industry alike,' said Mr Chapman.

'While some of the industry submissions set out steps that they have taken to improve their customer care practices, we will need to consider whether those improvements are both effective and enduring.'

Mr Chapman said the ACMA will consider the submissions in detail, along with feedback from other consultation activities, with a view to publishing its final report and recommendations by the end of August.

'We will carefully consider each of the submissions in developing our final proposals to improve consumer outcomes in this industry,' said Mr Chapman. 'Clearly and unless the revisions to the Telecommunications Consumer Protections Code (TCP), currently being undertaken by the industry, measure up to our requirements, I suspect we will be looking at a very different regulatory landscape in 2012.'

The draft report and submissions can be found on the ACMA website at:

The ACMA and the Australian Communications Consumer Action Network (ACCAN) are hosting a Reconnecting the Customer Consumer Summit in Sydney 3 August, which will include delegates from all over Australia.

For more information or to arrange an interview please contact: Emma Rossi, Media Manager, on (02) 9334 7719, 0434 652 063 or

Last updated: 15 April 2016