The Australian Communications and Media Authority (ACMA) will soon register the new Telecommunications Consumer Protection (TCP) code on September 1, charting how telecommunications providers should engage with their customers.
According to telco service providers, iiNet and amaysim, the new code will be accepted by the telecommunications industry as it will bring about positive changes, especially for consumers.
“The new code brings tighter guidelines for the whole industry that put the customer into the centre of the equation. It has given us a chance to scrutinise all areas of our business with the result that the consumer will be at the core of what we do,” amaysim chief marketing officer, Christian Magel, said.
However, he mentioned that telcos should constantly review their processes and it should not get to the point of codes for an industry to pull its socks up.
iiNet general manager of customer service, Mathew Conn, claimed the changes to the code is both a win for telcos and consumers alike.
He said consumers can expect more clarity on telco products, services and contracts. From iiNet’s perspective, he said it will provide an industry standard to all telcos that brings a consistant approach to the industry.
Conn said that the company will soon make minor changes to its mobile usage procedures, as it already sends out usage reminders and warnings to customers.
“I don’t expect a huge investment there for us as we already encompass many of the changes in our practices and customer service is at the forefront of what we do. The changes are minor and something we can do without impacting our regular business activities,” he said.
amaysim will implement training programs across various areas, such as customer service, operations and marketing and ensuring these teams work with each other to achieve compliance.
It will also be educating the team, from top management through to the customer service representatives.
“Operators should already be most of the way there in the spirit with which they carry out business, with or without a code. Also, given the way our plans are structured, a great side effect of the code for us is that it will make it easier for customers to compare our plans with other offers out there,” Magel said.