Eight telcos threatened with hefty fines over practices against ‘struggling’ customers
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Picture this: You're sitting down to have a lovely video chat with your grandchildren, ready to see their beaming faces and hear about how school was for them, only to find out your internet service isn’t working.
Or imagine you need to dial triple zero for an emergency—but your phone line seems to have been suspended without your prior knowledge.
The unfortunate truth is that these scenarios aren't mere stretches of the imagination.
Recently, the Australian Communications and Media Authority (ACMA) took action against eight major telecommunications companies, including Foxtel, TPG, Optus, and Belong (owned by Telstra).
These well-known names faced scrutiny for not offering sufficient protection to their most vulnerable customers, particularly those facing financial hardships.
The Australian Communications and Media Authority (ACMA), acting as the watchdog for customers, expressed strong disapproval of the telcos' actions.
They didn't hesitate to threaten these companies with hefty fines of up to $250,000.
Disrupting phone and internet services, especially during challenging times, is seen as a significant blow to customers, and ACMA is determined to address this issue firmly.
ACMA chairperson Nerida O’Loughlin sternly reminded these companies to 'lift their game'. Indeed, 'significant distress' just scratches the surface of the problems caused by such unjust actions.
O’Loughlin said, ‘With the current cost of living pressures, I expect all telcos to take the utmost care with customers who are struggling with bills. Telcos need to lift their game to help their customers or face further regulation.’
Now, let’s look at the nitty-gritty, shall we?
Our interest is piqued by the Telecommunications Consumer Protections Code (TCP Code), which gets thrown around quite a bit during such discussions. What does this TCP Code mean for us customers?
Well, in a nutshell, it's a set of rules that telecommunication providers must abide by when dealing with consumers.
It safeguards consumer rights, improves customer service, prevents bill shock, and establishes fair practices for all telecommunications service providers.
It spans areas like billing, customer transfers, complaint handling, contracts, selling practices, and more.
The likes of Exetel, Foxtel, MyRepublic, Optus Mobile, Southern Phone Company, Telstra and TPG were found to have failed to stick to this TCP Code.
Most were pulled up for not giving their customers the required five working days' notice before they decided to toss their services out the window—a significant breach of these customers’ rights.
To make matters worse, the ACMA also found Foxtel, Southern Phone Company, and SpinTel didn't even share their financial hardship policies with their customers.
We're talking about loyal customers, mind you, who, amid financial difficulties, were kicked instead of being helped.
It doesn't stop there.
Six of the telcos—Belong, Foxtel, MyRepublic, Southern Phone Company, SpinTel and Vodafone—did another disservice to customers by withholding crucial information in their disconnection warnings.
ACMA has taken a stand, ordering these companies to strictly adhere to the TCP Code or get ready to open their deep pockets to face the financial blow.
These underhanded tactics by big-name telcos raise a simple yet poignant question: Are we receiving the service and respect we deserve?
We all rely on seamless telecom services, be it for connecting with families, social services, or medical emergencies. These services are not luxuries but fundamental necessities in day-to-day living.
Remember, members; you wield more power than you think. You're the ones keeping these giants in the business. These enterprises rely on our customs; we shouldn’t hesitate to raise our voices when something feels amiss!
Have you ever experienced unfair treatment or disruptions in your telecom services from these big-name telcos?
Or imagine you need to dial triple zero for an emergency—but your phone line seems to have been suspended without your prior knowledge.
The unfortunate truth is that these scenarios aren't mere stretches of the imagination.
Recently, the Australian Communications and Media Authority (ACMA) took action against eight major telecommunications companies, including Foxtel, TPG, Optus, and Belong (owned by Telstra).
Telecommunications companies should adhere strictly to the Telecommunications Consumer Protections Code when disconnecting internet and phone services, ensuring they provide clear and accurate information to customers about the disconnection process and any associated fees. Image by StartupStockPhotos from pixabay
These well-known names faced scrutiny for not offering sufficient protection to their most vulnerable customers, particularly those facing financial hardships.
The Australian Communications and Media Authority (ACMA), acting as the watchdog for customers, expressed strong disapproval of the telcos' actions.
They didn't hesitate to threaten these companies with hefty fines of up to $250,000.
Disrupting phone and internet services, especially during challenging times, is seen as a significant blow to customers, and ACMA is determined to address this issue firmly.
ACMA chairperson Nerida O’Loughlin sternly reminded these companies to 'lift their game'. Indeed, 'significant distress' just scratches the surface of the problems caused by such unjust actions.
O’Loughlin said, ‘With the current cost of living pressures, I expect all telcos to take the utmost care with customers who are struggling with bills. Telcos need to lift their game to help their customers or face further regulation.’
Now, let’s look at the nitty-gritty, shall we?
Our interest is piqued by the Telecommunications Consumer Protections Code (TCP Code), which gets thrown around quite a bit during such discussions. What does this TCP Code mean for us customers?
Well, in a nutshell, it's a set of rules that telecommunication providers must abide by when dealing with consumers.
It safeguards consumer rights, improves customer service, prevents bill shock, and establishes fair practices for all telecommunications service providers.
It spans areas like billing, customer transfers, complaint handling, contracts, selling practices, and more.
The likes of Exetel, Foxtel, MyRepublic, Optus Mobile, Southern Phone Company, Telstra and TPG were found to have failed to stick to this TCP Code.
Most were pulled up for not giving their customers the required five working days' notice before they decided to toss their services out the window—a significant breach of these customers’ rights.
Companies must handle customer complaints and disputes with transparency, empathy, and timely resolution to protect consumers' rights and maintain a high standard of customer service. Image by fancycrave1 from pixabay
To make matters worse, the ACMA also found Foxtel, Southern Phone Company, and SpinTel didn't even share their financial hardship policies with their customers.
We're talking about loyal customers, mind you, who, amid financial difficulties, were kicked instead of being helped.
It doesn't stop there.
Six of the telcos—Belong, Foxtel, MyRepublic, Southern Phone Company, SpinTel and Vodafone—did another disservice to customers by withholding crucial information in their disconnection warnings.
ACMA has taken a stand, ordering these companies to strictly adhere to the TCP Code or get ready to open their deep pockets to face the financial blow.
These underhanded tactics by big-name telcos raise a simple yet poignant question: Are we receiving the service and respect we deserve?
We all rely on seamless telecom services, be it for connecting with families, social services, or medical emergencies. These services are not luxuries but fundamental necessities in day-to-day living.
Remember, members; you wield more power than you think. You're the ones keeping these giants in the business. These enterprises rely on our customs; we shouldn’t hesitate to raise our voices when something feels amiss!
Have you ever experienced unfair treatment or disruptions in your telecom services from these big-name telcos?
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