Call to account: problems with your telco provider | ACMA


25 November, 2014 10:48 AM


Call to account: problems with your telco provider

By Peter Watts

With telecommunications companies making a genuine effort to improve customer service in recent times, it’s increasingly likely that your provider will fix any concerns you may have about their products or services.

A recent survey by industry body Communications Alliance shows that customer satisfaction with the level of service provided by Australian telcos is high—67 per cent are either satisfied or very satisfied. Complaints to the Telecommunications Industry Ombudsman reached a six-year low in 2013–14.

But there still may be a time when you need to make a complaint, especially if you have a problem that is taking some time to resolve.

Here’s some helpful tips about how to make a complaint:

  1. Review the complaints-handling policy—your provider’s process for dealing with complaints must be readily accessible on its website. It should outline what to expect, including how you can make a complaint, how you can monitor your complaint and the response times for each step in the process.
  2. Be clear that you’re making a complaint—the Telecommunications Consumer Protections (TCP) Code requires providers to confirm with customers that they are making an official complaint, so it makes sense to communicate this in plain language. You should also make clear upfront what outcome you are expecting.
  3. Record the reference number—your provider must acknowledge each complaint by providing a unique reference number or another way for you to subsequently identify your complaint. If your provider cannot give you a reference number, you should ask how your complaint will be easily identified. You might also like to ask for, and record, the name of the customer service representative you initially speak to.

Don’t forget you have the right to complain to the Telecommunications Industry Ombudsman if you are dissatisfied with the way your provider deals with your complaint.

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