ACMA seeks public input to telecommunications industry inquiry

As a vital part of its Reconnecting the Customer inquiry, the Australian Communications and Media Authority is seeking the broadest possible input on the problems telecommunications customers are experiencing with customer service and complaints-handling.

In announcing the formal terms of reference for the inquiry today, ACMA Chairman Chris Chapman said, ‘We want to understand what the problems are – the way the telecommunications industry is dealing with its customers and the root causes of those problems. And critically, we want to identify enduring solutions that will improve customer service and complaints-handling, both now and into the foreseeable future.’

A consultation paper also released today with the terms of reference seeks input about these issues from everyday members of the Australian public, consumer groups, telecommunications companies and other regulatory agencies.

‘The inquiry is being undertaken with the intention to significantly improve outcomes for Australian telecommunications consumers,’ Mr Chapman said.

‘As an evidence-informed regulator, we intend to gather evidence that will shine a light on the real problems causing the high numbers of complaints being made to the Telecommunications Industry Ombudsman, problems which are broadly corroborated by strong anecdotal feedback.

‘We will be looking also for solutions that will facilitate best practice customer service in an increasingly complex communications environment. We want consumers to regain confidence that they will receive the services they need in a way that meets their expectations.

‘It will also be vital that we work with industry players and other key stakeholders, including other regulators, to make this work—and we will do that through regular meetings and dialogue. We want to hear from consumers, who are the current and future users of telecommunications services—and we intend to do that through workshops and other forums.

‘Right now, I would encourage everyone with an interest in telecommunications services to engage with this paper, which has been constructed both to allow more general responses and, for those with relevant expertise or experiences at the coalface, more detailed, targeted responses.

‘The next nine months offer us collectively a vital opportunity to make a material difference to the way telecommunications services are delivered, so they become accepted as really meeting the needs of Australians. I look forward to working together so we can make this happen.’

The public inquiry was announced by Mr Chapman at the CommsDay Summit on 20 April 2010, which inquiry has received wide-ranging support from both industry and consumers.

Since that announcement, the ACMA has canvassed widely with key stakeholders (including the Chief Executives of Australia’s leading services providers and consumer and industry representatives) to craft terms of reference that will usefully allow the ACMA to get to the bottom of these issues and to develop an effective and meaningful analytical framework for future industry direction and policy-making.

The terms of reference, consultation paper and other information about the inquiry are available on the ACMA website, .

Source: ACMA