Telecommunications companies (telcos) are expected to be proactive in identifying and dealing with customers in vulnerable circumstances under a new industry Statement from the Australian Communications and Media Authority (ACMA).
Chair of ACMA, Nerida O’Loughlin said the new Statement of Expectations entitled Consumer vulnerability: Expectations for the telecommunications industry covered all key aspects of customer interactions, from selling practices and customer service to the provision of support.
“The Statement sends a message to the industry that people experiencing vulnerability should be supported and not further disadvantaged,” Ms O’Loughlin said.
“Many Australians will experience vulnerable circumstances in some form or another during their lifetime,” she said.
“The devastating effects of the COVID-19 pandemic and natural disasters such as fires and floods show just how quickly and unexpectedly people’s circumstances can change.”
Ms O’Loughlin said it was important that telcos have processes in place to recognise and provide appropriate customer care and service to people in those situations.
She said telcos should always do better when it came to dealing with vulnerable customers.
“Last year we conducted an audit that found some telcos were not training staff regularly enough to recognise or deal appropriately with vulnerable consumers,” she said.
“With the development of this statement, which was done in consultation with industry and consumer groups, telcos now have a clearer understanding of what is expected of them,” Ms O’Loughlin said.
ACMA’s 18-page Statement of Expectations can be accessed at this PS News link.
