Ringing your phone company to try and get a problem fixed is often about as productive as trying to mop up the Pacific Ocean with a single serviette. The Australian Communications and Media Authority recognises that’s an issue, and is seeking public submissions on what communications providers get wrong as part of a broader inquiry into the issue of customer service.
We noted ACMA’s interest in this area back in April, so it’s taken a while for the public inquiry part of its investigations to begin. The terms of reference note that ACMA can only assist with “systemic” problems — in other words, individual horror stories won’t necessarily be of much use (and it can’t help resolve existing problems).
However, if you’ve repeatedly encountered the same problems, or represent a part of the community that frequently has issues, it’s worth contributing. Submissions can be made by mail or email, and are due by September 10. Hit the link for further details.