by the telecommunications industry is a symbolic effort but will not sufficiently protect telco consumers, according to the Australian Communications Consumer Action Network (ACCAN).
First introduced in April 2020, the telecommunications hardship principles for COVID-19 were co-designed by the Federal Government and the telecommunications industry to provide a consistent baseline across industry to help customers stay connected, including those who are experiencing hardship.
“While we’ve welcomed the telco industry’s vocal support for Australians experiencing hardship during the COVID crisis, the fact of the matter is that these principles don’t actually offer any additional support for consumers in need,” said ACCAN CEO Teresa Corbin. “They are simply re-emphasising their existing obligations under the TCP Code and Complaints Handling Standard.”
Telstra accused of over-selling to seniors Wednesday, 12 May 2021 22:10 Telstra accused of over-selling to seniors Featured
Many senior customers have stayed loyal to Telstra, but some complain they are being oversold products they don t want or need.
- Two former staff members describe an aggressive and competitive sales culture
- Telstra says it takes all claims of mis-selling seriously
Telstra is Australia s largest telecommunications company, and for some senior citizens it holds a special place in the market that pre-dates privatisation and the introduction of competition in 1997.
A former Telstra staff member says some senior customers even still refer to the company as Telecom despite the name being changed in 1995.
ACMA releases telco complaints-handling performance data for Dec quarter, CommsAlliance happy, ACCAN concerned Monday, 26 April 2021 10:50 ACMA releases telco complaints-handling performance data for Dec quarter, CommsAlliance happy, ACCAN concerned
Shares
ACMA has published its telco complaints-handling data for the quarter ended December 2020, with the Communications Alliance noting complaints have dropped 40% of a 2 year period
ACMA explains its redesigned interactive report shows how telcos manage customer complaints, and notes this data can be viewed by quarter or financial year.
Naturally, the Communications Alliance says it has welcomed the ACMA’s publication of telecommunications complaints data for the October – December 2020 quarter, showing a significant decrease in the number of complaints made to telcos over the past two years, but as you ll see below, ACCAN, The Australian Communications Consumer Action Network is worried.