The Australian Communications and Media Authority (ACMA) has released a proposed Statement of Expectations for the industry for consultation.
Chair of the ACMA, Nerida O’Loughlin said the initiative was part of an effort to improve the way the telco sector supported consumers in vulnerable circumstances.
“The Statement of Expectations covers key aspects of customer interactions, from selling practices and customer service, to the provision of support,” Ms O’Loughlin said.
“Anyone can experience vulnerable circumstances at some stage of their life, as we saw at the start of last year during the bushfires and more recently during COVID lockdowns,” she said.
“It’s important telcos take extra care when dealing with these customers.”
Ms O’Loughlin said when consumers found themselves in difficult circumstances, the ACMA wanted to see telcos providing genuine and constructive support that, to the greatest extent possible, avoided disconnection of services.
The ACMA also released an Audit Report looking at how a small cross-section of telcos, including a number of market leaders, were meeting their regulatory obligations in dealing with disadvantaged and vulnerable consumers.
Ms O’Loughlin said while the Report recognised the positive practices of a number of providers, there were areas of concern.
“Our Audit found that some telcos were not training staff at appropriate intervals (within 12 months) to recognise or deal appropriately with vulnerable consumers,” she said.
“We also found that the telco sector would benefit from more consistent sales staff monitoring at more senior levels to improve outcomes for vulnerable consumers,” Ms O’Loughlin said.
Submissions close on 8 September and can be made at this PS News link.
