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Issue No 21: 20 July 2015
Events

Events

Comms Essentials - Implementing the Data Retention Regime:25 June2015.
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2015 ACOMM AWARD WINNERS ANNOUNCED

David Thodey 2015 Communications Ambassador

Category Awards to Virgin Mobile Australia, Optus, Cloud Plus, Telstra,
Jeenee Mobile, Vodafone Hutchison Australia, Megaport,
Alcatel-Lucent, Pivotel Satellite and NetComm Wireless.


The winners of the prestigious 2014 Communications Alliance & CommsDay Awards were announced at the Annual ACOMM Awards Dinner in Sydney.  Attended by almost 500 industry leaders, the evening’s keynote address was delivered by the Hon. Malcolm Turnbull, Minister for Communications.

The individual category awards were taken out by a star-studded line-up of Australian service providers - featuring long-established players and ‘new faces’ – including Telstra Corporation, Optus, Next Telecom, Vodafone Hutchison Australia, Virgin Mobile Australia, NetComm Wireless, Gilbert + Tobin, Skybridge (Australia), and Ericsson Australia.

The winners of the prestigious 2015 Communications Alliance CommsDay Awards were announced at the 9th Annual ACOMM Awards Dinner in Sydney.  Attended by almost 500 industry leaders, the evening’s keynote address was delivered by the Hon. Malcolm Turnbull, Minister for Communications.

The individual category awards were taken out by a star-studded line-up of Australian service providers - featuring long-established players and ‘new faces’ – including  Virgin Mobile Australia, Optus, Cloud Plus, Telstra, Jeenee Mobile, Vodafone Hutchison Australia, Megaport, Alcatel-Lucent, Pivotel Satellite and NetComm Wireless.

David Thodey has been named Australian Communications Ambassador 2015 for his transformational contributions to the Australian telecommunications sector, including through leadership in cultural change and commitment to customer service.

“The ACOMM Awards represent the pinnacle of achievement for the Australian communications industry and I congratulate all the winners and finalists in the 2015 ACOMMS,” said Communications Alliance CEO John Stanton.

“Excellence in innovation is a pervasive trait in the achievements of the 2015 ACOMM winners.”

“We are seeing ever more clearly the race to differentiate through innovations that harness advanced technology and combine it with inventive thinking to deliver new and valuable capabilities to customers.”

The winners of the 2015 ACOMM Awards are:

  • Communications Ambassador – David Thodey
  • Innovation - Large Company – Vodafone Hutchison Australia for their ‘Data Workout program” - a unique program designed to raise data usage awareness among customers.
  • Innovation - SME – Megaport - for their ‘Software-based network and communications’ solution that offers highly flexible configuration and pricing that makes network design and orchestration easy and fast.
  • Services to the Industry, Professional Services – Alcatel-Lucent for boosting Australia’s telecommunications skills base with the integration of specialist university course material and certification programs into tertiary engineering courses at RMIT and UTS.their ‘Engineering Courses’.
  • Best Marketing Initiative – Virgin Mobile Australia for their new brand platform “Making Mobile Better” that created a movement, not just a campaign –with #Mealforameal.  Virgin Mobile delivered a real meal to someone in need via OzHarvest.
  • Best Mobile Solution – Optus for their ‘Cash by Optus’ that gives customers the ability to load funds to a facility on their phone and to make contactless payments using their phone anywhere Visa payWave is accepted.
  • Best Security Solution – Cloud Plus for their ‘- Managed Firewall with the Security Plus Bundle’.  A virtual firewall instance equipped with a comprehensive suite of features essential to protect a business from sophisticated security threats
  • Vendor Innovation - Large – Alcatel-Lucent for designing, deploying and bringing into operation a 4G LTE wireless communications network in the Pilbara.
  • Vendor Innovation - Emerging – NetComm Wireless for the first 4G/LTE device on the global market to integrate the latest M2M software protocols and support M2M innovation.
  • Satellite Provider of the Year Award – Pivotel Satellite for Tracertrak - providing global resource tracking and monitoring, including a comprehensive OH&S and remote worker safety solution.
  • Community Contribution – Jeenee Mobile for making mobile technology and all of its benefits equally inclusive, accessible and affordable for people who live with a disability.
  • Commitment to Customer Service – Telstra for putting the customer at the centre.  Telstra developed a new approach to customer service - based on personalisation.

www.acomms.com.au


Further Improvements in Latest Telecommunications National Customer Satisfaction Survey

The latest Telecommunications Customer Satisfaction Survey has revealed further improvements in four key satisfaction metrics, including overall satisfaction, satisfaction with complaint handling and the ease of understanding bills and contacting service providers, Communications Alliance CEO John Stanton said today.

The quarterly national survey, carried out for Communications Alliance by Roy Morgan Research, shows a record high in the percentage of customers satisfied, very satisfied or neutral about the service they receive – a figure of 85%, compared to 82% in the previous quarter and 80% in the first poll conducted at the beginning of 2013.

The survey, conducted during June 2015, is the tenth wave in an ongoing quarterly series designed to measure the overall experience of Australian telco customers – particularly in relation to key customer ‘touch points’ covered by the revised Telecommunications Consumer Protections (TCP) Code. The enforceable Code was created by Communications Alliance, industry representatives and other stakeholders, and registered by the industry regulator, the Australian Communications and Media Authority (ACMA) late in 2012.

Many service providers already deliver outstanding customer service and industry’s concerted improvement efforts, combined with the impact of the TCP Code, has already seen customer complaints to the industry ombudsman fall by more than 40% to an eight year low, recorded at the end of 2014.

The Wave 10 survey results show an encouraging lift in customer satisfaction with the way service providers handle their complaints – 76% of customers were satisfied/neutral, compared to 67% in the previous quarter and 66% at the time of the first survey, and the proportion of customers declaring themselves “very satisfied” or “satisfied” are both at record highs.

The latest survey shows continuing improvement in customer satisfaction with the ease of understanding their bills, which has risen by 7% since surveying began (89% of respondents satisfied/neutral, up from 82% in the first wave survey).

The results also show further improvement in customer satisfaction with the ease of contacting their service provider - 80% of respondents satisfied/neutral, up from 69% in the first wave survey.

The full survey results are available here.


Submission on the Regional Telecommunications Review

Communications Alliance has provided a submission to the Regional Telecommunications Independent Review Committee (RTIRC) on the Regional Telecommunications Review 2015. The members of the Satellite Services Working Group (SSWG) have provided commentary on demand management and growth in regional and remote areas and traffic prioritisation of the nbn long-term satellites in response to the review. The submission can be found at the Communications Alliance submissions.


Internet of Things: Opportunity Australia

Read the following article in the IoT by Chris McLaren, Partner & National Sector Lead for Technology, Media & Telecommunications, KPMG http://newsroom.kpmg.com.au.


New Members

Communications Alliance is pleased to welcome the following new members;

Yaana Technologies

www.yaanatech.com

yaana

Yaana Technologies is a leading global provider of intelligent Compliance Solutions with accurate data retention, sophisticated security, and unique analytical capabilities. Our solutions offer our customers a cost-effective path to address the complexities related to meeting compliance needs in the rapidly evolving information-communications and cloud markets worldwide.


Frontier Networks

www.frontiernetworks.com.au

frontier-networks-logo

Frontier Networks provides Internet, Phone, Mobile, Cable TV and E-health monitoring for seniors. Built, installed and presented in a package that’s more affordable, easy-to-use and senior-friendly than anything they’ve ever imagined.


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