Communications Archives - Page 18 of 40 - Consumers' Federation of Australia

18 December , 2018

Telcos directed to comply with complaints-handling rules

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…

5 December , 2018

Scam Technology Project to address proliferation of scams

The ACMA has established a Scam Technology Project to explore practical technical solutions to address the proliferation of scam calls over Australian telecommunications networks. ‘Scam calls are more than a nuisance. They pose a real threat, particularly to those in vulnerable circumstances such as older people,’ said ACMA Chair Nerida O’Loughlin. “This project will investigate…

21 November , 2018

Regional coalition repeats call for reform to telecoms services

The Regional, Rural and Remote Communications Coalition has again called for the Australian Government to introduce much needed reforms to underpin the delivery of telecommunications services across Australia. The RRRCC repeated its call when responding to the government’s proposals, flagged in a Department of Communications and the Arts consultation paper, which focuses on the reliability…

15 November , 2018

ACCAN welcomes new complaint powers for telco customers

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…

17 October , 2018

Phone and internet complaints turning a corner

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…

8 October , 2018

Telstra breaches priority assistance obligations

The ACMA has directed Telstra to commission an independent audit of compliance with its priority assistance obligations for customers with life-threatening medical conditions. Telstra must also implement a range of systems, processes and reporting to assure the future reliability and effectiveness of priority assistance. The remedial direction results from an investigation into Telstra following two incidents in 2017, where…

26 September , 2018

New appointments to telco consumer forum

Eight new members have joined the Australian Communications and Media Authority’s Consumer Consultative Forum (CCF) to provide information and advice on telecommunications issues affecting Australians. The organisations appointed are: Consumer Policy Research Centre Country Womens’ Association of Australia Deaf Australia Federation of Ethnic Communities’ Council of Australia LegalAid NSW NSW Business Chamber South Australian Council of…

21 September , 2018

ACMA’s telco rules finalised

The ACMA’s final set of rules to improve the experience for consumers moving to services delivered over the National Broadband Network (NBN) commence today. ‘The ACMA has been working hard on behalf of consumers to address issues of concern before we reach the peak rollout period for the NBN,’ said ACMA Chair Nerida O’Loughlin. Over…

17 September , 2018

Telcos on notice about false and misleading advertising

ACCC Chair Rod Sims has put telecommunications companies on notice to ensure their advertising is clear and transparent or face court action from the regulator, including much higher penalties and a warning that the ACCC may bring proceedings against executives who knowingly approve misleading advertisements. Earlier this year the ACCC began investigating Optus, Vodafone and…

5 September , 2018

My Health Record – submissions invited

Here is your chance to have your say about the My Health Record system – submissions invited on the Parliamentary inquiry into the expected benefits of the system and other issues, read more here. Individuals and organisations are invited to send in their opinions and proposals in writing (submissions) Preparing a submission to an inquiry. Submissions sought by 14 September…

24 July , 2018

Disappointing Report Card on Telco Customer Service

Peak communications consumer group, the Australian Communications Consumer Action Network (ACCAN), has released a report, called Can You Hear Me?, on the customer service provided by 10 telco providers. Major findings are that consumers are unimpressed by the amount of time they spend getting a resolution to a telco issue. It takes an average of 13…

23 July , 2018

ACMA finalises new telco rules for NBN migration

A final set of new rules requiring telcos to help their customers move smoothly to the National Broadband Network (NBN) was released today by the ACMA. ‘These new rules will give consumers greater confidence that their telco will make sure their new NBN service will work as expected and provide options if their connection doesn’t…