Telstra has revealed the addition of almost one million new mobile services in the six months to December 2011, but Sensis revenues plummeted 24 percent in 12 months.
A new company, Mitigate Consulting, has been set up to provide advice to telecommunications carriers, service providers and internet service providers on customer relations and ACIF Code compliance.
The founders of the company are Sarah Nye and Paul Kennedy. Kennedy was for a number of years head of customer relations and sales quality at SingTel Optus. More recently he worked at the Australian Prudential Regulation Authority (APRA) where he was responsible for improvements to the Authority's internal compliance and complaint management processes.
Nye was with the Telecommunications Industry Ombudsman ( TI) for nine years, most recently responsible for providing expert customer service and policy advice to TIO members as manager of member communications.
Mitigate has been commissioned by Primus Telecom to undertake a study to ensure that it is compliant with the ACIF Complaint Handling Code. This will include the development of a complaint handling policy for the carrier, and the implementation of this policy throughout the organisation.
David Bass
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