February 22, 2024

We are creating some awesome events for you. Kindly bear with us.

ACMA releases new telco complaints-handling rules for public comment

ACMA releases new telco complaints-handling rules for public comment

The Australian Communications and Media Authority (ACMA) is putting
in place new
complaints-handling rules
 to improve the experience of consumers
moving to the National Broadband Network.

The fast, wholesale local access broadband network is
being developed by NBN co
limited (nbn), a Government Business
Enterprise wholly owned by the Commonwealth of Australia. Minister for
Communications Mitch Fifield said that around 30,000 homes and businesses are migrating
to the network every week, and 3.6 million are already connected.

“While the overwhelming majority of users have a smooth
migration onto the NBN, we want to ensure the ACMA is a strong cop-on-the-beat,
armed to protect consumers from the handballing of complaints,” Minister
Fifield explained.

The changes include new consumer protections, greater
transparency and lower wholesale prices.

The new rules aim to stop the handballing of complaints
between telcos and the nbn, giving the Telecommunications Industry Ombudsman
better tools to help resolve complaints. The ACMA is also going to issue new
requirements for retailers to publicly release complaints statistics to help
consumers differentiate between retailers based on the quality of their
customer service.

The ACMA is seeking feedback on the draft new rules. The
deadline for submissions is 5 pm, 16 April 2018. Following consultation,
the ACMA intends these rules to be in place by June.

The new ACMA rules follow the announcement of a new monthly
customer experience progress
 report  to track service and quality
improvements on the network. The first
monthly customer experience progress report
showed 89 percent of NBN
installs are done ‘right first time’, 92 percent of installations are completed
on time, and 85 percent of faults are repaired on time.

The report also reveals that NBN’s new
pricing
has led to a jump in users enjoying speeds of 50 Mbps and faster;
and a dramatic reduction in network congestion – meaning more reliable
high-speed broadband, even during peak hours.

In December 2017, ACMA published
the results of an industry
information-gathering exercise
. They found that for the three months to 30
June 2017, 55.7 per cent of all network-related complaints were about service
quality (faults and speed). A further 44.3 per cent of network-related
complaints were about connection issues. On average, complaints about faults
took up to 19 calendar days to resolve, whereas complaints about connection
issues took up to 28 calendar days to resolve. it took up to 45 calendar days
for customers to have their old voice and data services moved across to the
network.

ACMA Chair Nerida O’Loughlin said that telco customers deserve
to have their complaints dealt with quickly and effectively. As industry
co-regulation is proving ineffective in this area, rules are being put in place
so that the ACMA can act more quickly to deal with non-compliance.

Ms O’Loughlin said, “As we announced in December, the ACMA
is putting in place stronger rules to improve consumers’ experience in
migrating to the new Network. Today we are releasing the first of these new
rules for public comment. These cover telco complaints-handling processes and
monitoring.”

Unlike co-regulatory industry codes, the new rules will be
immediately and directly enforceable by the ACMA. In the event of a breach of
an industry standard by a telco, the ACMA can commence court proceedings
seeking remedies such as injunctions and civil penalties of up to A$250,000.
For breaching a service provider rule, the maximum civil penalty a court can
impose is A$10 million. There are no pecuniary penalties for breaching an
industry code.

The ACMA will release additional consumer protection and
conduct public consultation on them in the coming weeks. The new rules will:

  • specify the minimum information that telcos must provide about their network services before they sign consumers up 
  • specify minimum standards for telcos’ complaints-handling processes and a requirement for telcos to report their complaint numbers to the ACMA so that changes can be monitored
  • require telcos to ‘line test’ new services on the network to ensure that lines are working and that faults are identified early
    require consumers to be reconnected to legacy network services, if that fall-back is needed until their new network service is successfully connected.

“Together, this package will help consumers migrate
seamlessly to the new Network—from understanding their choices before they sign
up, through to connection and getting help when they need it,” Ms O’Loughlin
said.

The ACMA will also undertake further research into
modem quality, potentially leading to the introduction of technical standards,
or a modem performance rating scheme.

Featured image: Bidgee/
CC BY-SA
3.0 AU

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

Send this to a friend