Australia - Regulatory Environment - Consumer Issues, TIO

Synopsis

This report was archived in September 2007 and has not been updated since November 2006. Consumers are the end-users of all goods and services and the fundamental importance of telecommunications services has lead to a field of specific consumer issues in the telecommunications sector. This report overviews these major issues, noting the major consumer safeguards, the Customer Service Guarantee, Telstra’s Customer Service Charter, data for the Telecommunication’s Ombudsman’s reports on industry complaints, and emerging issues. The Telecommunications Industry Ombudsman (TIO’s) data spans the 2001-2005 reporting period and provides detailed statistics on issues and complaints for the fixed voice, mobile and Internet sectors.

Table of Contents

  • 1. Synopsis
  • 2. Consumer Consultative Forum
  • 3. The Regulators on consumer protection
    • 3.1 On broadband
    • 3.2 On Telecommunications contracts
      • 3.2.1 ACA code
    • 3.3 On billing
      • 3.3.1 Credit Management
  • 4. ACIF: Solutions for telecoms bill shock
    • 4.1 Teacher Tool Kit to control debt
  • 5. Consumer safeguards
    • 5.1 Codes of Practice
    • 5.2 Universal Service
    • 5.3 Customer Service Guarantee
    • 5.4 ACCC reporting on competitive safeguards
    • 5.5 Industry fails customers
  • 6. Customer Service Guarantee
    • 6.1 Compensation regulations
    • 6.2 Consumer awareness
  • 7. Telstra’s Customer Service Charter
  • 8. Life Line Regulations
  • 9. Pre-selection
  • 10. Slamming
    • 10.1 Introduction
    • 10.2 New code
  • 11. Dumping
  • 12. Privacy issues
    • 12.1 Calling Number Display
  • 13. Telecommunications Industry Ombudsman (TIO)
    • 13.1 Introduction
    • 13.2 2004 - 2005 – complaint handling performance
      • 13.2.1 Overview
      • 13.2.2 Landline service Issues
      • 13.2.3 Mobile service Issue
      • 13.2.4 Internet service Issues
    • 13.3 2003 - 2004 – complaint handling performance
  • 14. ACIF Consumer Consultative Council
  • 15. Related reports
  • Table 1 – Total number of enquiries, complaints and complaint issues – 2004 - 2005
  • Table 2 – Complaint breakdown – 2003 - 2005
  • Table 3 – Annual landline Service Issues – percentage – 2001 - 2005
  • Table 4 – Annual landline service Issues – number– 2001 - 2005
  • Table 5 – Mobile service issues – percentage – 2001 - 2005
  • Table 6 – Mobile service Issues – number – 2001 - 2005
  • Table 7 – Internet service issues – percentage – 2004 - 2005
  • Table 8 – Internet service issues – number – 2004 - 2005
  • Table 9 – Fixed network complaints – 2003 - 2004
  • Table 10 – Internet service complaints – 2003 - 2004
  • Table 11 – Mobile service complaints – 2003 - 2004
  • Exhibit 1 – Summary of consumer safeguards
  • Exhibit 2 – Customer Complaints Codes
  • Exhibit 3 – Customer Service Guarantee – minimum standard
  • Exhibit 4 – Telstra’s services deteriorating with the onset of deregulation

Related Reports

Purchase this Report

US$50.00

Licence Information

Focus Report Profile

Technologies

Regulations & Government Policies

Number of pages 18

Status Archived

Last updated 5 Nov 2006
Update History

Analyst: Paul Budde

Share this Report

Purchase with Confidence

Ventura Team routinely use BuddeComm reports for mobile and broadband fibre projects we undertake in Europe, Middle East and Africa and Asia. They are just much better value for money compared to the bigger and more expensive reports prepared by other well known telco research houses.

David Brown, Ventura Team

Special Offers

Caribbean - Telecoms, Mobile, and Broadband - Statistics and Analyses
US$795.00 until 30 Oct 2019
(normal price US$1,590.00)

Venezuela - Telecoms, Mobile and Broadband - Statistics and Analyses
US$575.00 until 30 Oct 2019
(normal price US$1,150.00)

Sample Reports

A selection of downloadable samples from our Annual Publications catalogue.


Download a Sample Report

More than 4,000 customers from 140 countries utilise BuddeComm Research

Are you interested in BuddeComm's Custom Research Service?

News & Views

Have the latest telecommunications industry news delivered to your inbox by subscribing to Paul's FREE weekly News & Views.