Submission: In response to the Australian Communications and Media Authority (ACMA) Draft Report, Reconnecting the Customer

We also supported the ACMA's broader aim to improve customer outcomes by identifying the best practice models for implementation. 

Our views in summary

As evidenced by the findings in the draft report and the high level of complaints received by the Telecommunication Industry Ombudsman (TIO), there is overwhelming consumer dissatisfaction with the services provide by telecommunications service providers, and dissatisfaction with the way the telecommunications industry currently functions. 

From a consumer approach, the current self-regulatory approach has been unsuccessful so our view was that Service Providers have failed to implement mechanisms to provide adequate customer service, and few have taken steps to comply with and implement the Telecommunications Customer Code (TCP). 

RLC supported comprehensive reforms of the industry and advocated increased powers being given to the ACMA to set enforceable obligations on Service Providers.

RLC welcomed the review of the TIO Scheme and supported reforms which will facilitate the ACMA assuming greater regulatory and enforcement powers over the TIO Scheme.