THE Federal Government is calling for submissions into the Review that will help prepare the consumer protections framework for the future telecommunications market.
The telecommunications landscape has changed significantly since the existing protections were put in place.
The discussion paper for Part A of the Review proposes recommendations and reforms to ensure that customers have access to effective redress and complaints handling mechanisms.
The proposals in the discussion paper build on the Australian Communications and Media Authority’s (ACMA’s) Complaints-Handling Standard by reinforcing the requirement for providers to have robust processes and systems for managing and escalating consumer complaints.
The paper also recommends the establishment of an independent external dispute resolution body for complex complaints that cannot be resolved directly between the customer and their provider.
Public consultation on this part of the Review will be open until 13 July 2018. Discussion papers for Part B covering reliability of services and Part C covering choice and fairness will be released for comment shortly.
The review will report to Government by the end of 2018.