Telcos’ complaints procedures improved

The ACMA says that three of the nation’s largest telcos have demonstrated “a high level of compliance” when it comes to dealing with customers’ complaints on time.

A key provision of the Telecommunications Consumer Protection Code 2012 (TCP Code) is a requirement to “deliver an agreed resolution to a customer complaint within ten working days”.

The ACMA undertook investigations in February this year, following registration of the TCP Code, and building on the Reconnecting the Customer (PDF link) public enquiry. ACMA says the enquiry had identified that ‘failure to action undertakings’ when responding to complaints was a major concern for consumers and a key driver of dissatisfaction.

ACMA Chairman Chris Chapman said the authority is “pleased that the investigations indicate that the top three providers are delivering agreed resolutions to customer complaints in the timeframes required by the TCP Code”.

“It is also apparent that Telstra, Optus and Vodafone have each taken steps to strengthen their complaints-handling procedures since the new TCP Code was registered last September, and has dedicated considerable resources to TCP Code compliance,” added Chapman. “However, the ACMA will continue to monitor compliance in this area.”

More information on the TCP Code is available on the ACMA website.