Consumer body slams proposed directory assistance changes

Stuart Corner
Thursday, 08 March 2007 10:57

IT Policy - Regulation

In particular the Implementation Operation Plan will require Telstra to undertake a consultation process with appropriate consumer groups before any optional services are offered. ACMA will publish guidelines for the preparation of the plan to assist Telstra in meeting its obligations. The guidelines will also provide further details of ACMA's policy in respect to the delivery of optional services on 12 23.

However, according to Corbin, "the consumer protections that ACMA claim to have built in to the changes are woefully inadequate. There is no clear guidance on how charging information should be given to a caller...Callers need to know up front how much they will be paying, and whether charges will be per minute or second or per call."

CTN says that when the premium 1234 directory service began in 2004 there was widespread confusion in the community about which directory services were free and what the pricing arrangements were.

"Part of the problem was the heavy advertising campaign surrounding that new service. To avoid a repeat of that disaster, consumers must be told up front of the total cost of using a directory assistance calls – not just advised that charges may apply. We want all advertising for premium directory assistance services to clearly display all terms of use, charges, and simultaneous promotion of the free directory number," CTN said.