Complaints

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Australian residential consumers and small businesses made 60,998 complaints to the Telecommunications Industry Ombudsman in the last six months of 2018 (1 July 2018 to 31 December 2018). In this period, complaints about landline, mobile and internet services, decreased by 27.7 per cent compared to the same six month period in 2017. Publishing the Telecommunications…

Read More Phone and internet complaints down between July and December 2018

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Large retailers supplying high value electrical appliances and whitegoods, such as refrigerators, computers and washing machines, will be a key enforcement priority for the ACCC in 2019. “We’re concerned that many manufacturers and large retailers are not complying with consumer guarantee laws and this will be an area of renewed focus for us this year,”…

Read More ACCC 2019 focus on consumer guarantees and anti-competitive practices

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The Australian Labor Party has announced a proposed ‘super complaint’ function for our consumer watchdog, the Australian Competition and Consumer Commission (ACCC). Under the proposal, a ‘super complaint’ from designated consumer or small business groups about consumer or competition issues would require the ACCC to investigate and make a public response, including its proposed action,…

Read More Labor proposes ‘super complaints’ policy

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Breaches of complaints standards by insurance companies more than doubled to 4,079 in 2017–18, according to an audit released today by the General Insurance Code Governance Committee (CGC). These breaches amount to more than one-third (35%) of the total Code breaches by subscribing insurers. The Independent Chair of the CGC, Lynelle Briggs AO, said consumer…

Read More Insurers wasting opportunities to learn from complaints

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Thirty-one telcos face enforcement action for not having appropriately documented complaints-handling processes in place following investigations by the Australian Communications and Media Authority (ACMA). The ACMA investigated 41 telcos to assess their compliance with new requirements, in place since 1 July 2018, to have a documented complaints-handling process available for their customers. Following the investigations: only…

Read More Telcos directed to comply with complaints-handling rules

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The Australian Communications Consumer Action Network (ACCAN) welcomes today’s release of the Federal Government’s report on Complaints Handling and Consumer Redress in the telecommunications industry. As Australia’s peak body representing telecommunications consumers, ACCAN has argued that better regulation in telecommunications is needed to safeguard the interests of consumers. The Government’s report acknowledges this need. “We…

Read More ACCAN welcomes new complaint powers for telco customers

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The Telecommunications Industry Ombudsman has published its 2017-2018 Annual Report today (17 October 2018). Launching the report, Ombudsman Judi Jones said, “The number of complaints about telecommunications services in Australia appear to be turning a corner. “Declining complaints across all landline, mobile and internet services are a positive indicator of recent industry, government and regulator efforts…

Read More Phone and internet complaints turning a corner

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Mobile phone and electronics retailers have been given a big thumbs down from consumers, claiming the top four spots on the latest NSW Fair Trading Complaints Register. Samsung Electronics topped the list with 42 complaints, while Kogan (35 complaints), Apple (33), and Android Enjoyed (26), rounded out the top four. Minister for Better Regulation Matt…

Read More Electronics retailers slammed on Complaints Register