Australian Communications Consumer Action Network

Reconnecting You: improving customer service

 

Reconnecting you campaign banner featuring a woman smiling at mobile 

ACCAN wants to hear about your experiences as the ACMA investigates the quality of customer service that telecommunications consumers receive.

Campaign summary

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The issue

Every consumer seems to have a telecommunications customer service horror story. ACCAN wants to work with you to ensure the ACMA knows the extent of the problems as they conduct their ‘Reconnecting the Customer’ inquiry.

ACCAN is:

  • Providing comment on the draft inquiry report in early 2011

You can:

  • Contribute to ACCAN's future submission
  • Share your story

We've achieved:

    • ACCAN has made a submission to the initial Reconnecting the Customer inquiry
    • Consumers have told the ACMA about their experiences

Useful links 

 

 

The issue

Everyone in Australia seems to have their own nightmare story to tell about phone and internet companies; whether it is waiting on the phone for hours, seemingly simple requests about moving house or billing problems that drag on for weeks, promises that are not kept, or call centre staff members who give you a different story every time you call.

The Australian Communications and Media Authority (ACMA) conducted a public inquiry in 2010 into customer service in the telecommunications industry. The inquiry, 'Reconnecting the Customer', was launched because of the ever increasing number of complaints about poor customer service and complaints-handling and the lack of an adequate industry response.

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ACCAN is:

In early 2011, a draft inquiry report based on submissions and ACMA consultations will be released for discussion. The report will include proposed responses to those issues identified in the inquiry, including recommendations to improve customer care practices.  

ACCAN will be submitting a discussion paper based on consumer views and experiences.

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You can:

ACCAN will be asking for your thoughts when providing comment to the ACMA on the inquiry report. Watch this space as information is released throughout 2011.

While ACCAN doesn’t have any authority to resolve individual disputes or complaints, we are interested to know about your dealings with your service provider.   Share your story with us here. Examples such as yours help us to direct our policy and campaigns work.

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We've achieved: 

The ACMA has received more than 130 written submissions and 32 verbal submissions. 15 of these submissions supported ACCAN's recommendations to improve customer service. 
Read ACCAN’s recommendations to improve customer service

Consumer experience played a central role in the ACMA’s investigation into customer service. The ACMA conducted five public hearings in Sydney, Launceston, Melbourne and Adelaide from  October to November 2010. There were also consumer focus groups (some with a youth and disability focus) held in Sydney, Melbourne, Tamworth, Perth and Alice Springs.

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Useful links

Submissions to the ACMA Reconnecting the Customer consultation paper. 

Reconnecting the Customer consultation paper and progress report. 

Reconnecting the Customer website.

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