A new report (download available here) from the Australian government gives telcos five months to clean up their customer-service problems or possibly face stricter regulations in that country.
A recent public survey spurred the Australian Communications and Media Authority (ACMA) to look into concerns about lousy experiences with customer care in the telecommunications industry. The problem appears to be widespread, with many service providers receiving poor scores.
“Poor performance in these areas imposes real and significant costs on consumers," the ACMA said in its report. “It also imposes unnecessary costs on industry."
The ACMA is calling on operators to offer easier-to-understand pricing information in ads; better in-store explanations of pricing plans; statistics to help customers compare providers; and tools to help prevent bill shock. If the agency doesn’t see changes in how complaints are handled – by February 2012 – expect to see changes mandated, ACMA said in its report.
“While it is evident that complexity, convergence and the rapid growth in both new services and demand have had a profound impact on the industry and, in turn, on consumers, these matters alone cannot entirely explain or excuse the level of consumer dissatisfaction in the sector," the report says.
The ACMA acknowledges that Australia isn’t the only country dealing with customer care issues in its telecommunications industry, but there are other nations where customer care is superior despite more services being available.
“The way in which the telecommunications industry in Australia deals with its customers must change, and change immediately," said the ACMA.
