Telcos said they are already complying with many from the requirements of the revised Telecoms Consumer Protection (TCP) program code. The code begins the phased-in approach 1 Sept.
Vodafone has “not already been waiting for this to be registered” by the ACMA, the carrier’s spokesman said. “We recognize that our network issues recently 2010 and early year 2011 placed additional stress on this customer service channels, which offered us a very clear transmission that we needed to drive substantial changes to our approach to customer support, the majority of which have been implemented along with further improvements to follow. ”
Vodafone recently has prolonged call centre hours in order to 24/7, introduced new techniques and processes to reduce client wait times and give clients the option of a call back through support, the carrier stated. To reduce bill shock, Vodafone customers can download a good app to track usage or even subscribe to SMS balance notifications. Roaming customers also get SMS alerts to alert them of call rates, this said.
Optus worked in the last year with the code’s drafters to find ways to address problems recognized in the code, Optus business and regulatory affairs vp, David Epstein, said within a statement. Optus recently opened up a new division focused on consumer relationships, and has several tasks in the work, including investing management tools, he mentioned.
“Optus has been rolling away usage alerts on our postpaid plans since late a year ago, ” an Optus spokesman added. “All in-market postpaid mobile plans now have utilization alerts at 90 [per cent] in the included value and every $265.21 of excluded value. We are going to continue to expand these signals in readiness for the Oct 2013 TCP Code timeline. ”
“Telstra has been a crucial contributor in delivering this particular improved industry code whilst also working hard behind the scenes to be able to simplify our offers as well as better protect our consumers against bill shock, ” a Telstra spokeswoman explained. “These are just a couple of the actual initiatives that we’ve used over the past few years to improve customer care as want to be known for the very best customer service in the industry. ”
“This new code sets the conventional for customer service and rights and after a lengthy and comprehensive review involving industry, federal government and consumer representatives they have resulted in a very substantial change of the protections afforded for you to customers, ” Australian Cellular Telecommunications Association CEO Bob Althaus said in a declaration. “For example, the new invest management tools will allow customers to keep track of their usage and also spending on a range of services and steer clear of unexpectedly high bills. ”
A better code and business commitments to comply are useful, but no substitute for powerful laws and enforcement, claimed Australian Communications Consumer Activity Network CEO Teresa Corbin.
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