NBN Co to address NBN Industry Connection Forums

Communications Alliance is delighted to announce that Mike Quigley, Executive Chair of NBN Co Limited, will participate in the upcoming series of NBN Industry Connection Forums. 

As part of NBN Co’s previously stated commitment to contribute to the Communications Alliance NBN Works Program, Mr Quigley will present NBN Co’s initial steps to Forum participants and invite questions and feedback on the organisation’s early priorities. 

The Forums will also feature an update on Communications Alliance’s NBN Project Teams by its Lead Consultant, Gary McLaren.  Gary will outline the initial outcomes of three project teams – the NBN Reference Model, Wholesale Services and Early Stage Deployments.   
 
The NBN Industry Connection Forums will be held in Brisbane on Tuesday 15 September, in Melbourne on Thursday 17 September; and in Sydney on Wednesday 23 September.   Representatives from carriers, CSPs, ISPs, applications providers, content service providers, equipment suppliers, and tiers of Governments should attend the forums.

Industry participants are invited to register for the Forums at:  http://commsalliance.com.au/events/Calendar/nbn-industry-connection3

Communications Alliance CEO to step down in 2010

The Board of Communications Alliance announced last week that after five years as CEO, Anne Hurley will step down from the role in 2010.   In making the announcement, Communications Alliance Chair, Neville Stevens, paid tribute to Anne’s contribution to the Australian telecommunications industry.

In a recent speech, Senator Stephen Conroy, Minister for Broadband, Communications and the Digital Economy acknowledged the great contribution that Anne Hurley has made in her time as chief executive of this important industry organisation.  “It has been a pleasure working with Anne in my time as Minister, and also as Shadow Minister.  Anne should be very proud of the things she has done to bring together industry to promote competition, innovation and consumer interests.  She has been a strong advocate for industry working together to chart its future in the National Broadband Network-enabled world”

The Comms Alliance Board will now begin the search for a new CEO who can continue Anne’s great work and lead the industry into the digital era.  

Customer Service Summit

The Minister for Broadband, Communications and the Digital Economy, Senator Stephen Conroy opened the Communications Alliance Customer Service Summit held in Melbourne on 26 August. 

In his opening address to the Summit, Senator Conroy acknowledged Communications Alliance’s role in facilitating industry solutions to customer service issues.

“The Communications Alliance should be acknowledged for shining the light on the customer service issues now facing the industry.

“Industry-driven responses are a key component in addressing customer service problems in an effective and sustainable way.  This Summit is a prime opportunity for stakeholders to develop clear strategies to better meet customer expectations,” Senator Conroy said.

The Summit also featured perspectives from telecommunications service providers, the Commonwealth Ombudsman, customer service professionals, academics and representatives from a range of industries who have adopted a customer-centric business model. 

According to speakers collaboration is critical to enhancing customer service in the communications industry.    Common themes discussed at the Summit included dealing with complexity and customer expectations, taking a new approach to customer relationships and a top-down approach to creating a culture of customer service excellence.

Reminder about Pilot launch of Assess, Comply, Deliver

Communications Alliance has launched a three month trial of its new Assess, Comply, Deliver (ACD) Tool which is available free of charge to Communications Alliance members who are bound by the Telecommunications Consumer Protections (TCP) Code. 

The ACD Tool will assist the communications industry to self-assess compliance with customer service and complaint handling obligations outlined in the TCP Code.  It also provides training tips that can be incorporated into existing staff training programmes.

Designed for individual use by an organisation, the ACD Tool provides a simple online framework for participants to verify compliance by providing robust examples of how they comply with TCP Code rules. 

Once complete, the Tool provides the organisation with a snapshot of areas where it is performing well and areas requiring further attention.  The Tool will assist service providers to establish, maintain and demonstrate a proactive compliance culture in the critical areas of customer service and complaint handling.

To take part in the pilot, participants must be issued with a password and login and this can be easily arranged by contacting us.

Please feel free to contact Jeni Floyd should you require further information.

Events

NBN Industry Connection 3:
Tuesday 15 September 2009 - Brisbane
Thursday 17 September 2009 - Melbourne
Wednesday 23 September 2009 - Sydney
More information

We welcome your feedback on We Communicate.

Email
info@commsalliance.com.au
to let us know what you think
of the new format.

Click here to unsubscribe
from this newsletter.