Can ACMA keep the bastards honest?

Can ACMA keep the bastards honest?

Summary: Telco customer service is a disgrace. Some in the industry, including Dan Baker from the Technology Research Institute in the US, say rising complaints are a consequence of complex services. But it's not the technical issues being escalated to the TIO, but the issue of complaints not being addressed by an industry that doesn't seem to care.

SHARE:
2

Telco customer service is a disgrace. Some in the industry, including Dan Baker from the Technology Research Institute in the US, say rising complaints are a consequence of complex services. But it's not the technical issues being escalated to the TIO, but the issue of complaints not being addressed by an industry that doesn't seem to care.

Today on Twisted Wire we hear a couple of customers with issues and ask whether the industry has destroyed any notion of trust. It's a view shared on today's podcast by industry analyst Paul Budde. If users are complaining about the services their telco provides today, what hope has the industry of stepping up the food chain to offer content and applications? Why would we buy more from them than we have to?

Rosemary Sinclair, MD of ATUG, believes the leopard won't change its spots without more pressure from the regulators.

Of course, one of those regulators has taken aim at the industry. Chris Chapman from ACMA is launching an inquiry with an intention of putting in place measures that will add more enforceable controls on the industry.

If we have to rely on more regulation, surely we're losing hope of the customer wanting to buy more from existing telcos. Telcos need to win trust if they want a future. Fortunately, there might be an answer — listen to this week's Twisted Wire to hear it.

Running time: 25 minutes, 52 seconds

Topics: Telcos, Government AU

About

Phil Dobbie has a wealth of radio and business experience. He started his career in commercial radio in the UK and, since coming to Australia in 1991, has held senior marketing and management roles with Telstra, OzEmail, the British Tourist Authority and other telecommunications, media, travel and advertising businesses.

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

Talkback

2 comments
Log in or register to join the discussion
  • there must be legislation to stop these scams.

    Privatisation was inknown here until we brought over Americans like "Sol" who had a notorious reputation in the U.S. They even made a 4 corners show about him.

    With him & privatisation came the U.S business psyche that we were not used to

    With both major parties bipartisan re telcoms, or, privatisation, we don't stand much of a chance

    There already exists in civil law, legislation re dud business practices, such as the "Trade praqctices Act" or even fraud in the criminal law.

    The problem is we now have to see a lawyer as our MPs won't help as it's deemed a private contractual matter. What can the ACMA do?

    I would like us to return to the phone service being gov't owned. At least then, you can complain to your MP, which is free
    amband-de3b6
  • @amband, if you have a genuine complaint, you can go to the TIO for free, right now. The only requirement is that you have already tried and failed to satisfy your complaint with your service provider.

    Many of the problems we have in Australia are not the result of privatisation per se, but are the result of basic errors in comms policy by both sides of politics over the last 20 years. The fact that the pollies got it all wrong suggests that having them running our telcos would be a disaster, just as PMG/TA was.
    gnome-8be8a