It’s no great revelation that telephone company service often sucks. Now the Australian Communications and Media Authority (ACMA) is launching a major inquiry into just why so many companies are so awful when it comes to dealing with their customers.
ACMA chairman Chris Chapman says the inquiry has been triggered by the growing number of complaints to the TIO
The trend-line growth and sheer quantum of complaints about complaint handling and customer service —up to 900 every working day—reflects poorly on the entire industry. Whether this is evidence of a failing regulatory system or just a perception of that failure, I now believe this issue has to be confronted directly and urgently otherwise we will be talking about these same issues for years to come.
The first stage of the inquiry will involve direct communication with telcos, but I’d expect some form of public comment to be incorporated at a later stage.