Assess, Comply, Deliver Tool

Introduction

This page contains details about Assess, Comply, Deliver – your online compliance and training tool for customer service excellence, which includes:

  • eligibility criteria to take part in pilot;
  • pilot summary details;
  • timeframe for pilot;
  • estimated length of time to complete online questions; and
  • how to get started.

If you already have access to the ACD Tool, are logged in, are a returning visitor and want to skip straight to the ACD Tool, then click here.

Invitation to members of Communications Alliance

As a valued member of Communications Alliance, we would like to invite you to take part in a pilot to test a new system called Assess, Comply, Deliver – your online compliance and training tool for customer service excellence.  Developed exclusively for the telecommunications industry, we hope that it will assist our members with their compliance activities and staff training associated with the Complaint Handling and General Rules chapters of the Telecommunications Consumer Protections Code (TCP Code).

Eligibility to take part in pilot

Members

This pilot is open to all members of Communications Alliance who are bound by the TCP Code. 

Are you bound by the TCP Code?

All telecommunications service providers in Australia, who are Carriage Service Providers (CSP) under section 110 of the Telecommunications Act 1997 (Cth) (the Act), who carry on business as a CSP and supply goods or services for use in connection with the supply of a Listed Carriage Service (s16 of the Act), to residential and/or small business customers, are bound by the TCP Code and will benefit from this tool.

Are you eligible?

If you meet the above two criteria, you are eligible and encouraged to take part in the pilot.

Details of pilot

General overview

Assess, Comply, Deliver – your online compliance and training tool for customer service excellence (ACD tool for short) – is a system that has been developed to provide online training tips about the TCP Code, as well as help service providers self-assess their compliance with chapters 3 (General Rules) and 9 (Complaint Handling) of the code.

In short, users will be presented with 21 questions; each directly linked to the code rules in chapters 3 and 9 of the TCP Code.  Organisations are encouraged to carefully consider their level of compliance against the code rules, by demonstrating and providing tangible and robust examples of how they comply.

User responses are based entirely on an accurate and honest self-assessment of their organisation’s compliance against each code rule.  How users answer, and the level of detail provided to ‘demonstrate’ compliance with a code rule, is up to individual organisations.

Upon completion of the questions, the system will automatically generate two outputs.  One is a copy of the organisation’s complete self-assessment responses, accompanied by a summary report highlighting any critical ‘red flag’ areas of code compliance requiring urgent compliance attention.

The second output is a self-attestation back to Communications Alliance, which simply confirms the company’s completion of the ACD tool, and its commitment to compliance with the TCP Code.

Instructions to complete

After being issued with a log in and password, you will be provided with detailed instructions and examples about how to complete the ACD tool.

Timeframe for pilot

The pilot will run for three months, from the beginning of August to the end of October 2009.

How long will it take to complete?

This will depend on the size and complexity of your organisation’s internal customer protection and complaint handling processes.  Those completing the ACD tool for the first time, are required to source information from their organisation’s internal business units who have customer service responsibilities, as well as outline policy related information pertinent to the company’s complaint handling operations. 

We expect that small service providers, with a small number of customer service staff, could complete the ACD tool over a period of just a couple of days; where as large organisations with multiple customer service divisions and a high number of related staff, might require a longer timeframe, because of the expansiveness of their customer operations.

Getting started

In order to take part in the pilot, one designated person in your organisation will require a password and log in.  One password and log in will be issued per organisation.  To obtain a password and log in for the pilot please contact Communications Alliance. 

Once you have obtained a log in and password, you will be able to access the ACD tool’s introductory page for information about the background to the tool’s development, and detailed instructions on how to complete the tool.

Further information

Please contact Communications Alliance should you have any queries or require further information.