ACCC Set In Motion New Telco Service Conditions

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Telstra today said that they welcome the landmark commitment by Australia’s telecommunications market leaders to help deliver clearer information about products and services for consumers.The multi-party undertaking with the Australian Competition and Consumer Commission gives customers greater confidence about purchasing decisions and reinforces Telstra’s commitment to improving customer service and satisfaction.
 
The ACCC today announced Telstra, Vodafone Hutchinson and Optus (also on behalf of Virgin Mobile) had provided a court enforceable undertaking to review and improve advertising practices in a move that demonstrates industry leadership and helps provide certainty for customers.
 
Telstra Group General Counsel Will Irving said the strong new arrangement underscored how serious Telstra was taking its company-wide efforts to improve customer service and satisfaction driven by Chief Executive Officer David Thodey.
 
“Customers are at the core of everything we do at Telstra. This undertaking is an important part of David’s and the whole company’s commitment to improve how we interact with our customers,” Mr Irving said.
 
“Telstra customers have made it clear they want simpler, more transparent information about telecommunications products and services.”
 
Mr Irving said while today’s announcement was a significant development for consumers, the industry would also benefit from greater certainty about the guidelines for advertising practices.
 
“Telecommunications advertising is a product of the intense competition in the sector. With a myriad of different deals and offers available, there is a wealth of competing data and information often leaving customers flooded with material,”
 
“Healthy competition leaves consumers well placed as it gives them greater choice. But an abundance of options makes it even more crucial that information about telecommunications products and services is easily understood.”
 
Mr Irving said the leadership role taken by the market leaders and the ACCC on clarity in telecommunications sector would permeate the industry.   
 
“Importantly, today’s announcement also gives the industry a clearer understanding of the standards required, providing certainty in the creation and development of material for customers about products and services,” 
 
“We are pleased that the ACCC and industry leaders have worked together to help improve the quality of advertising. It demonstrates the value of a cooperative approach in improving regulatory standards.”

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