Conroy to give telecom consumers more power UPDATED

Stuart Corner
Wednesday, 12 March 2008 09:41

IT Policy - Government Tech Policy

Prior to the formation of the council, consumer representatives participated directly in the ACIF working groups and reference panels responsible for developing codes and standards.

But late 2001 all the major consumer groups involved in ACIF announced their intention "to disengage forthwith from participation in ACIF processes, indefinitely" on the grounds that the system was not delivering results consumers needed. The then head of the Consumers Telecommunications Network, Helen Campbell, said the move was the result of "years of frustration and dissatisfaction with the operations of ACIF."

The dispute was eventually resolved with the formation of the Consumer Council, in addition to the direct involvement of consumer representatives in code development. The Consumers Association refused to be part of this scheme.

Its then communications policy advisor, Charles Britton, was reported saying that, in his view ACIF processes made little difference to consumer outcomes and the Consumers Association was unable to affect ACIF processes. His dismissed formation f the council a merely adding another layer to an already flawed process.

** FOOTNOTE: This article originally stated that the Consumer Council had replaced the direct involvement of consumer representatives in code development. The author acknowledges that this is not the case and apologies for this error. Below is a letter to the editor from Comms Alliance CEO Anne Hurley received in response to the original report.

"There is extensive consumer involvement in all consumer codes developed by Communications Alliance. Consumers have always been represented on our working committees developing consumer codes. On the two most recent significant projects, development of the Consumer Contracts Code and the Telecommunications Protection Code, there was an equal number of members representing industry and consumers. In addition, there is consumer representation on all Communications Alliance reference panels.

"Communications Alliance also maintains a standing Consumer Council with representation from a broad range of organisations to provide consumer input into our processes and activities. Over the past year we have bolstered this input by joining forces with ACMA to launch our Consumer Dialogue, an annual event focusing on how new and emerging technologies might benefit consumers.

"Communications Alliance has consistently taken a serious view of its commitment to the protection of consumer interests and welcomes Minister Conroy’s efforts to explore further opportunities for ensuring consumers have a powerful voice in the development of communications policy."