Australian Communications Consumer Action Network

Customer Service


Customer service charters are a dead-end and not the way to go to get a better deal for communications consumers, according to research published today by the Australian Communications Consumer Action Network (ACCAN), Australia‚Äôs new watchdog for communications consumers. 

The Customer Service report found that customer service charters compare unfavourably with other regulatory tools such as codes of conduct. Although codes of conduct have not been working effectively in the Australian communications sector in recent years, there are significant initiatives under way to improve the code development and approval process, and to re-invigorate code monitoring and enforcement. Those initiatives would appear to offer significantly more promise than diverting efforts to the development of service charters. 

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