Reconnecting the Customer research studies | ACMA

Reconnecting the Customer research studies

The ACMA commissioned a number of research studies to inform its thinking in its Reconnecting the Customer inquiry and five of these studies were released at the same time as the inquiry draft report on 1 June 2011.

Clicking on the title links will take you to the key findings of each piece of research. The full research reports are available on the ACMA's main website.

3G mobile bill payers' understanding of billing and charging arrangements- investigates the level and nature of concerns experienced by 3G users in their understanding of charging arrangements. (Research by TNS Social Research).

Community research into telecommunications customer service experiences and associated behaviours- investigates the customer service and complaints handling experiences of customers in the Australian telecommunications industry and how those experiences impact their subsequent behaviour. (Research by Roy Morgan Research).

Behavioural economics and customer complaints in communication markets- examines the extent to which behavioural economics can explain the dissatisfaction that results in consumer complaints and how insights from behavioural economics can help in the development of more effective regulation. (Research by Dr Patrick Xavier, Adjunct Professor of Economics and Finance, Curtin University Business School).

Performance Metrics Research- examines the metrics that would assist the ACMA to monitor the customer care performance of individual telecommunications service producers and provide customer care information to assist consumers in selecting a provider to meet their needs. (Research by Dr Dave Stewart and Mr Maurie Logan).

External Dispute Resolution Schemes and Systemic Issues - examines the Telecommunications Industry Ombudsman's systemic issues function against best practice. (Research by Calluna Consulting Pty Ltd).


Last updated: 17 December 2012