Australian telecommunications industry body, Communications Alliance, has announced key guidance on how the telecommunications industry can comply with new requirements to notify customers about their monthly usage.
The upgraded usage notification and complaint handling requirements form part of the upgraded Telecommunications Consumer Protections (TCP) Code, which was created by Communications Alliance and stakeholders, and registered by the Australian Communications and Media Authority (ACMA) late last year.
From September 1, large service providers will be required to provide usage notifications to residential customers who are using included-value mobile plans and Internet post-paid plans with an included data allowance and where the plan was introduced to the market after March 1, 2012.
Similar requirements will be placed on small providers from September 1, 2014, although many providers have already, or are in the midst of introducing the notification system in advance of the deadlines.
The usage notifications are required where the customer has reached 50 per cent, 85 per cent and 100 per cent of their monthly included allowance or expenditure, and must be sent no later than 48 hours after the customer has reached those usage points.
Communications Alliance CEO, John Stanton, said the notifications were an important tool for the industry to help customers manage their monthly spend and avoid unexpectedly high bills.
“The Code is already having a positive effect on the consumer experience, as evidenced by a reduction of more than 20 per cent in complaints to the industry ombudsman since its introduction,” he said.