Ombudsman Judi Jones notes that the review of safeguards for telco services recommended a range of reforms designed so consumer telco service issues can be resolved quickly and effectively.
The report just released by the Government recommends that:
- wholesale level regulation of connections, repairs, and appointment keeping timeframes to underpin whole of industry performance on connecting and repairing individual services
- retail level requirements for clear consumer information around any service commitments from retailers together with transparency of performance
- further consideration of well targeted and sustainable arrangements to maximise connectivity for medically vulnerable consumers, and
- addressing existing reliability safeguards of limited and declining relevance.
“We are considering the recommendations in the report and their impact on residential consumers and small businesses”, Jones said.
“The telecommunications landscape today is vastly different to the one that gave rise to the existing service reliability rules embodied in the Customer Service Guarantee. It is important to ensure new consumer safeguards provide adequate incentives for timely connection and repair and incentivise service improvement.
“As the independent dispute resolution service for telecommunications complaints, our priority is to ensure consumers have access to reliable phone and internet services, and timely repair of fault and connection issues.
“We will continue working with the phone and internet service providers, Government, regulators and consumer advocates on the implementation of these recommendations and continue to report on the consumer experience,” Jones concluded.