Meanwhile with the draft of the new TCP code still not available the industry has little to offer the public to back up its claims that the new code will address all the ACMA's concerns and it has sought to fill the gap by issuing a statement boasting of the "comprehensive program of reforms to customer service and complaint handling practices designed to dramatically improve the service experience of Australian communications consumers," that new code is supposed to deliver.
Comms Alliance CEO, John Stanton "emphasised the importance of the stronger approach taken in the new Code to ensure industry-wide compliance with its provisions," according to Comms Alliance's announcement.
Compliance framework the Achilles heel
"The biggest single weakness in the existing TCP Code is the absence of an effective framework to ensure consistent compliance performance across the breadth of the industry, even though many service providers have striven to ensure they do meet the Code provisions," Stanton said.
"This lack of consistency has undoubtedly contributed to some of the difficulties in customer service and complaint handling that led to the RTC inquiry being established.
"We are very confident that the new Code, with its strengthened and improved rules across all key areas of industry activity, combined with widespread compliance, will contribute to a material improvement in the service experience of telecommunications consumers - a development that will also benefit the industry itself."
Comms Alliance said the draft code would be released "soon" for public comment. The ACMA, however has indicated the final report of the RTC enquiry will be released in August. The TCP code is not expected to be finalised by this time.
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