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Phone and internet complaints 'turning a corner'

RESIDENTIAL consumers and small businesses made 167,831 complaints to the Telecommunications Industry Ombudsman in the last financial year (July 1, 2017 to June 30, 2018).

Complaints about phone and internet services increased by 6.2 percent for the full year, however, complaints dropped by 17.8 percent in the final quarter (April to June 2018) compared with quarter three (January to March 2018).

Publishing the Telecommunications Industry Ombudsman’s 2017/18 Annual Report on October 17, Ombudsman Judi Jones said, “The number of complaints about telecommunications services in Australia appear to be turning a corner.

“Declining complaints across all landline, mobile and internet services are a positive indicator of recent industry, government and regulator efforts to address the disruption to telecommunications products and services of the past few years.  

“We all want to get to the same point, a positive consumer experience where expectations are more likely to be met. The Telecommunications Industry Ombudsman continues to be committed to reducing complaints, and our purpose and unique role remains clear – to ensure residential consumers and small businesses have access to a free, fair, independent and effective alternative dispute resolution service.”

Complaint highlights for the period July 1, 2017 to June 30, 2018 include:

  • 167,831 total complaints were received, an increase of 6.2 percent.
  • Complaints overall dropped 17.8 percent in Q4 of 2017/18 compared with Q3.
  • 146,958 complaints (87.6 percent) were from residential consumers.
  • 20,433 complaints (12.2 percent) were from small businesses.
  • Complaints from small businesses increased 8.7 percent in 2017/18 to 20,433.
  • 52 potential systemic issues were notified to providers, and 30 systemic matters resulted in the provider agreeing to, or making, changes to its system, process or practice.
  • 51,328 complaints were about mobile phone services (30.6 percent), followed by complaints about multiple services 49,875 (29.7 percent).
  • 14,589 complaints were recorded in 2017/18 about establishing a connection to the National Broadband Network. Between January 1 and June 30, complaints per 1,000 premises added to the Network decreased from 9.2 to 9.0.
  • 27,008 complaints were recorded in 2017/18 about Service Quality on the National Broadband Network. Between 1 January and 30 June complaints per 1,000 premises added to the Network decreased from 4.1 to 3.2

Complaints about Landline, Mobile, Internet, Multiple Services and Property*

  • 51,328 complaints (30.6 percent) were recorded about mobile phone services.
  • 49,875 complaints (29.7 percent) were recorded about multiple services*.
  • 46,703 complaints (27.8 percent) were recorded about internet services.
  • 18,736 complaints (11.2 percent) were recorded about landline phone services.
  • 1,189 complaints (0.7 percent) were recorded about property.

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Public hearings commence on Encryption Bill

THE first public hearing on the Telecommunication and Other Legislation Amendment (Assistance and Access) Bill 2018 will be held on Friday in Canberra, with representations from tech companies, telecommunications carriers and user groups.

Additional hearings will be held in late October or early November.

The Committee will continue to accept submissions as part of its review of the Bill.

Public hearing details: 8.15 am – 4.30 pm, Friday 19 October, Committee Room 2R1, Parliament House, Canberra

The hearing will be live streamed (audio and visual) at www.aph.gov.au/live.

The full program of the hearing will be available closer to the hearing date at aph.gov.au/pjcis

Further information on the inquiry can be obtained from the Committee’s website.

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Groups to discuss impediments to business investment

THE House of Representatives Standing Committee on Economics will hold a public hearing in Canberra on Wednesday, October 17, 2018 for its inquiry into impediments to business investment.

The chair of the committee, Tim Wilson MP, said the committee would examine how government at all levels can better support business investment in Australia.

The committee will hear from INPEX, Japan’s largest oil and gas exploration company, which has been investing in Australia since 1986. INPEX cautioned that "Australia’s high cost business environment that reduces the country's international competitiveness’ is the ‘most significant challenge to the growth of Australia's natural gas industry".

In its submission, INPEX called for the Australian Government to better support business "through domestic policy settings that are stable and competitive; and international policies that promote open trade and investment, and stronger ties with Asia".

Commpete will cover competition in digital communications. Its submission focuses on the National Broadband Network, in particular how customers would benefit from increased competition beyond the four largest current broadband retailers (Telstra, Optus, TPG and iiNet).

The committee will also hear from the RMIT Blockchain Innovation Hub. Blockchain technology is becoming a core infrastructure for the global economy. The RMIT Hub described Australia as "having developed a crypto-friendly policy environment".

It submitted that Australia is in a unique position to take advantage of opportunities in blockchain technology for financial and other services.

Public hearing details: 11.10am – 1.10pm, Wednesday 17 October 2018, Committee Room 1R6, Parliament House, Canberra

11.10am: INPEX

11.50am: Commpete

12.30pm: RMIT Block Chain Innovation Hub

1.10pm: Finish

The hearing will be webcast live at aph.gov.au/live

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Industry demand for skilled Bowen Basin coal workers

THE Queensland Resources Council said the strong demand for skills in the Bowen Basin resources sector would create new opportunities and job options for workers from the Hail Creek mine.

Glencore today announced a restructure of the Hail Creek open cut coal mine in Central Queensland. Glencore has said the total number of workers at the mine will decrease from 1360 to 930 by the time the changes are fully implemented in the second half of next year.

The changes include a reconfiguration of the mine from a two dragline operation to a truck and shovel operation.

“I understand this will be a difficult time for workers affected by the changes. But there is strong demand across Central and North Queensland for skilled workers in the resources sector,” QRC chief executive Ian Macfarlane said.

“Queensland-wide there are about 1250 vacancies in the resources sector, and more than 440 of those jobs are in the Mackay and Coalfields region. On top of that, there are more than 200 jobs up for grabs in the Rockhampton, Gladstone and wider Central Queensland region.

“Global demand continues to grow for the high quality coal from the Bowen Basin. It is the building block for industry around the world. The Federal Government’s chief economist predicts record export values this year and rising export volumes over the next financial year.

“Glencore’s announcement today is focussed on ensuring the ongoing viability of the Hail Creek mine. This will help sustain the project through the inevitable fluctuations in the commodity cycle.

“The Queensland coal industry has a strong future, and I expect its highly skilled and diverse workforce, including employees from the Hail Creek mine, will continue to be in demand across the sector.”

www.qrc.org.au

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House Economics Committee welcomes ACCC enhanced competition role and tougher consumer law penalties

THE House of Representatives Standing Committee on Economics today tabled the report of its review of the performance of the Australian Competition and Consumer Commission (ACCC).

Committee chair, Tim Wilson MP, said, "The ACCC has an important role to play in monitoring and holding individuals and groups to account for anti-competitive behaviour and breaches of Australia’s consumer law."

The committee examined the ACCC’s work on competition and Australian Consumer Law (ACL) penalties, including regulation of competition in the financial sector, criminal cartel cases arising from ACCC investigations, and electricity and gas pricing.

"While strong competition laws and corresponding penalties have been in place since 2007, until recently this has not been reflected in the pecuniary penalties imposed in competition cases," Mr Wilson said. "There is still much work to be done by the ACCC and in the legal system to clearly demonstrate to companies that for serious competition breaches there will be serious consequences.

"In particular, penalties for competition law breaches must take into account company size and turnover for them to be an effective deterrence to anti-competitive behaviour," he said. 

Since the hearing, the Treasury Laws Amendment (2018 Measures No. 3) Bill 2018 was passed, and will correct the disparity between competition and consumer law penalties. The maximum penalties under the ACL will now align with the maximum penalties under the competition provisions.

Mr Wilson said, "The ACCC’s recent more proactive approach to issues in the financial sector is essential. Arising out of this committee’s recommendation in November 2016, the Government established the Financial Services Unit, through which the ACCC now has a permanent role in monitoring the banks on competition matters."

The committee also examined the ACCC’s work in energy markets on electricity and gas supply and affordability. Since the hearing, the Government has tasked the ACCC with monitoring and reporting on electricity prices, at least every six months, until 2025.

The report is available at: https://www.aph.gov.au/economics/completed_inquiries

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