Reconnecting the Customer – Final Report by the ACMA

The ACMA yesterday released the final version of its report into customer care and customer complaint issues in the telecommunications sector, entitled Reconnecting the Customer.

The final report follows an almost 18 month inquiry into these issues by the ACMA.

Although the report is steeped in the measured tones expected of a regulator, the ACMA has actually given the industry something of an ultimatum – you have 5 months to fix the issues identified in the report through the self-regulatory codes of practice, or the ACMA will impose a mandatory regulatory standard.

There are 2 main areas of concern for the ACMA – areas that are well-known anecdotally, for which the ACMA received numerous submissions, and which by far and away cause the most number of consumer complaints. They are: