Reconnecting the Customer final report released | ACMA

Reconnecting the Customer final report released

The ACMA has published the final report of its public inquiry into the customer service and complaints-handling practices of Australian telecommunications providers.

'Reconnecting the Customer has made findings about the concerns many consumers have when dealing with their service provider. It proposes five substantive changes to make buying and using a mobile phone or internet service much simpler,' said ACMA Chairman Chris Chapman.

The ACMA is formally inviting the industry to incorporate the following changes to its Telecommunications Consumer Protection (TCP) code by February 2012:

  1. Clearer pricing information in advertisements allowing consumers to more easily compare services
  2. Improved and more consistent pre-sale information about plans
  3. Developing meaningful performance metrics which allow consumers to compare providers
  4. Tools for consumers to monitor usage and expenditure
  5. Better complaints-handling by providers

'We have closely consulted on these outcomes with consumers and industry and the overwhelming response has been that improvements are both urgent and necessary,' Mr Chapman said.

'The industry should address these concerns as soon as possible so the industry is now formally on notice to reflect these outcomes in the new TCP code.

'If the industry doesn't develop a code that addresses the ACMA's concerns, the ACMA will mandate changes through direct regulation.'

The following documents are available:

Reconnecting the Customer-final public inquiry report  ( Word or PDF)

Reconnecting the Customer-executive summary, final public inquiry report ( Word or PDF)

Reconnecting the Customer-summary of final proposed solutions ( Word)

Reconnecting the Customer-overview  ( Word or PDF)


Last updated: 17 December 2012