Australian Communications and Media Authority sees spike in complaints against telcos

Mobile phone users are living in a “confusopoly” in which “bill shock” is common and advertising practices can be misleading, an industry regulator says.Many consumers do not and cannot fully understand the services that they purchase, nor do they comprehend charging arrangements, the Australian Communications and Media Authority (ACMA) said in a draft report today.To read this AAP report in full, see:
Telcos put on notice over complaint level
The communications watchdog has released a six-point plan to shake up the telecommunications industry after receiving a raft of formal complaints this year.The Australian Communications and Media Authority (ACMA) says 60,000 people have made formal complaints about telcos in the first three months of 2011 and 210,000 complaints were made last financial year. on telcos will ban misleading ads and ‘bill shock’
Telcos will be forbidden from using advertising terms such as “cap” and be forced to implement supermarket-style unit pricing and new measures to prevent bill shock under strict new regulations recommended by the communications regulator.The Australian Communications and Media Authority (ACMA) this morning released the draft report of its Reconnecting the Customer inquiry, which consumer groups have described as a “well researched expose” of the poor state of customer service and complaints handling among telcos.

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