No 2: 8 February 2024

ACOMMS 2024 - Save the Date!

Telco Customer Complaint Numbers Remain Low

Australia’s telcos continue to achieve very low complaint rate numbers from customers, despite continued cost-of-living pressures having contributed to increased complaints in other industry sectors.

According to the latest Communications Alliance Complaints-in-Context Report, there was one TIO complaint for every 3,226 services in operation (SIO) on the networks of participating communications providers in the October to December 2023 quarter – or 3.1 complaints per 10,000 services.

Welcoming the results, Communications Alliance CEO, John Stanton, said:

“The sustained low level of complaints is testimony to telcos’ efforts to compete on customer service, reliability and value.

“It is particularly pleasing to see the industry maintain low complaint levels given the significant rise in complaints in a number of other industry sectors.”

The Complaints in Context Report was introduced in the Telecommunications Consumer Protections (TCP) Code 2019 to increase transparency and competition in the areas of customer service by providing meaningful, comparable, and public complaints data. It details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 SIO, creating an index that allows comparison of the customer service and complaint handing performance of different service providers, regardless of their size.

It is mandatory for the 10 telco providers identified by the TIO as having the largest (absolute) number of phone and internet complaints in the previous financial year to participate in reporting. Telcos may also participate voluntarily.

The TCP Code – which is mandatory and enforceable – is currently under review. As part of the review, consideration is being given to other reporting metrics that can, like the complaints-in-context reporting, contribute to better consumer outcomes.

More information about complaints-in-context reporting is available here.
A copy of the TCP Code can be found here. Details of the review and revision process are available here.

Communications Alliance encourages any RSP interested in joining the index to contact it (email: info@commsalliance.com.au).

Comment Sought on DR C570:2024 Mobile Number Portability Industry Code

DR C570:2024

The draft C570:2024 Mobile Number Portability Industry Code is designed to provide procedures between Mobile Carriers (MC) and CSPs to enable a Customer to retain their mobile number when transferring from one CSP to another or changing MC Networks.
The Code 

• sets out the operational procedures for the implementation of MNP processes, in situations where there is a change in the Mobile Carrier Network; and
    
• sets minimum acceptable practices (including timeframes to Port and to ensure end-to-end connectivity and call completion) which do not unnecessarily limit industry’s ability to improve on the minimum level.

You can use the Submit Comments form to submit your comments via email or go to the Contact Us webpage to obtain other contact methods such as by post or fax.

All submissions received will be made publicly available on the Communications Alliance website unless the submitter requests otherwise.

PUBLIC COMMENT PERIOD CLOSES AT 5:00 P.M. (AEDST) ON FRIDAY 8 MARCH 2024

Comment Sought on DR C657:2024 Inbound Number Portability Industry Code

DR C657:2024

The draft C657:2024 Inbound Number Portability Industry Code is designed to describe the minimum operational procedures between Carriers/Carriage Service Providers (jointly CSPs) and other industry participants for the implementation of Inbound Number Portability (INP).

The Code sets out inter-Carrier/CSP and other industry participants’ operational procedures for the implementation of Inbound Number Portability (INP) processes.

All submissions received will be made publicly available on the Communications Alliance website unless the submitter requests otherwise.

You can use the Submit Comments form to submit your comments via email or go to the Contact Us webpage to obtain other contact methods such as by post or fax.

All submissions received will be made publicly available on the Communications Alliance website unless the submitter requests otherwise.

PUBLIC COMMENT PERIOD CLOSES AT 5:00 P.M. (AEDST) ON FRIDAY 8 MARCH 2024

Making Mobile Calls Via Satellites

In its most recent Five-Year Spectrum Outlook, the ACMA provided information on arrangements and potential issues with satellite direct-to-mobile services. The most prominent example of these types of services is the use of satellites to make calls from mobile handsets. This was followed up by a regulatory ‘spectrum tune-up’ session, providing industry with an opportunity to inform the ACMA on the latest technological developments, its plans to bring these services to market and related regulatory considerations.

The ACMA has recently consulted with industry, to which the Communications Alliance Satellite Services Working Group (SSWG) provided a submission, welcoming the opportunity to engage further with the ACMA on this important technological advance. The SSWG generally supports a flexible approach to these services, noting that there are a number of variants.  In particular, the SSWG supports these services in existing Mobile Satellite Service (MSS) bands, new MSS secondary allocations in terrestrial mobile bands and additional primary allocations to MSS, under the most recent World Radiocommunication Conference (WRC-27) program. The SSWG also supports the carefully considered use of the ITU Radio Regulations Article 4.4 for the provisions of new services.

Current Consultations

Below is a list of currently open telecommunications-related consultations being conducted by Government and other organisations that provide an opportunity for you to have your say.

Communications Alliance members interested in contributing to an industry submission (if one is being developed in response to a specific consultation) should contact us.