OZ Telco Complaints Up Investigation To Follow

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The Australian Communications and Media Authority is calling on the public to list their complaints about telcos as it opens its inquiry into telecommunications customer service and complaints handling.

The inquiry was announced in April, but got off to a start yesterday with the launch of formal terms of reference and a consultation paper.
ACMA chairman, Chris Chapman, said the authority wants to find out what is behind the high numbers of complaints being made to the Telecommunications Industry Ombudsman.
“We want to understand what the problems are – the way the telecommunications industry is dealing with its customers and the root causes of those problems,” he said. “And critically, we want to identify enduring solutions that will improve customer service and complaints-handling, both now and into the foreseeable future.”
Chapman said the inquiry would seek input from the telcos and other regulatory agencies as well as the public.
Public input would be sought at a series of workshops and other forums.
Chapman expects the inquiry to take nine months.
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