New code promises better protection of consumers of telecommunications

Communications Alliance has released a draft of a new Telecommunications Consumer Protection Code saying it will deliver a host of stronger consumer protections including improved customer service, better information about products and services and improved responses to customer complaints.

The new code comes in the context of the ACMA's year long 'Reconnecting the customer "research on telecom customer service, which ended last month giving the industry five months to deliver the new code with the provisions that addresses the concerns ACMA, or against the immediate imposition of ACMA developed standards.

The discharge report the client was very specific in the provisions of ACMA - which I had seen earlier versions of the new code - wanted to see in the public project and the final version.

A key feature of the draft code is the proposed creation of a new independent body, the fulfillment of Communications to monitor compliance with service providers with the provisions of the new code.

The Australian Communications Action Network Consumer (ACCAN) considers that compliance with the application as the main problem, and is not convinced that the fulfillment of Communications is an appropriate solution, despite having been intimately involved in the revised code.

"With a self-regulatory code governing a vital sector such as telecommunications, the biggest problem is ensuring that providers comply with the rules," ACCAN CEO Teresa Corbin said. "We are not convinced that this [Compliance Communications] is the best practice and will make more comments about that in our presentation."

Corbin was a member of the steering committee for the revision of the Code and said that consumer representatives have been working with the industry over the past 15 months to try to improve self-regulation code.

"While the revised draft Code of TCP is to match some key consumer protection advocates wanted, there are some improvements around the notifications to customers and a requirement for telecommunications providers to resolve complaints quickly, "he said.

According to communications from the Alliance, the other main features of the new code are:
- Price - three unit prices (per text message calls and data usage) to be included in all large print advertisements to postpaid plans, including value phones, to assist consumers to compare different plans before you buy;
- Shorter deadlines for phone companies to recognize and resolve customer complaints;
- The strongest constraints on the content of advertising so that ads are clear and not mislead consumers;
- Improved pre-sale information to consumers to ensure all necessary information about the products and can easily compare offers from different suppliers;
- Spend management tools, including notifications to tell customers what is your position on any use of data limits each month;
- Greater protection for customers in credit and debt management;
- The new obligations to suppliers in relation to vulnerable customers and the needs of customers meeting. "

The open-source project for public comment until 25 November. It is accompanied by an explanatory memorandum.