Media Advisory Public Hearing The Acma's Reconnecting The Customer Inquiry

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28th October 2010, 02:45pm - Views: 1461

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Media advisory—

Public hearing in Melbourne


Public hearing—part of the ACMA’s Reconnecting the

Customer public inquiry


Friday 29 October from 9.30 am until 12.30 pm


Melbourne Town Hall, corner Swanston and Collins Streets

As part of its Reconnecting the Customer public inquiry into customer service and complaints-

handling in the Australian telecommunications industry, the Australian Communications and

Media Authority is holding a public hearing in Melbourne, one of a number being held around


The hearings will consist of a series of verbal submissions—with Q and A— from industry,

consumer organisations and individuals.

In Melbourne they include:

Telecommunications Industry Ombudsman

Financial Ombudsman Service

Brotherhood of St Laurence


Macquarie Telecom


Russell Thomas

Craig Lambie.

Observers have also been encouraged to attend. 

For more information or to arrange an interview please contact: 

Caroline Page, Assistant Manager, Do Not Call Register Section, on (03) 9963 6753, 0433 251

633 or

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Public inquiry

In 2007–08, the Telecommunications Industry Ombudsman (TIO) identified customer service

related issues as the leading source of complaints by consumers for the first time. In 2008–09,

while complaints about billing issues generated the highest number of complaints-handling

issues overall, complaints about customer service issues were the second highest, increasing by

72 per cent. For the same period, the growth rate for complaints-handling issues was the highest

at 130 per cent. 

This rise in complaints occurred against a backdrop of an increasingly convergent and complex

telecommunications environment for consumers.

The ACMA is undertaking the Reconnecting the Customer public inquiry largely in response to

these matters. 

The ACMA’s Reconnecting the Customer strategy is intended to materially improve customer

service and complaints-related outcomes for Australian telecommunications consumers. The

strategy has three key elements:


Public inquiry


Review of industry’s Telecommunications Consumer Protections Code (TCP code)


Regulator’s forum. 

The scope of the public inquiry

The inquiry will address four main questions:


Are there systemic problems in the Australian telecommunications sector 

with respect to the way it deals with its customers?


If there are problems, what are the causes?


What are the potential solutions to any problems?


What is the best strategy going forward for addressing customer service and

complaints-handling issues in the converging communications environment?

Contributors to the public hearings are invited to address these questions or relevant, related

matters of customer service in the telecommunications industry. More information about the

scope of the enquiry can be found in the Reconnecting the Customer consultation paper,

available on the ACMA website.

Public hearings 

The Australian Communications and Media Authority is holding public hearings in October and

November as part of the inquiry. For more information go to

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