By Ombudsman Cynthia Gebert
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The research, produced via a partnership between the Consumer Policy Research Centre (CPRC) and the TIO unearthed a suite of sobering assessments in relation to the vulnerability of the consumer market in the telecommunications industry.
The CPRC research revealed that 55 percent of Australians have experienced at least one problem with their telco in the last year – but of the quantum, 77 percent of customers chose not to make a complaint due to a sense that the process would be overwhelming.
Maha joins the Board as a Director with Industry Experience, replacing John Lindsay who retired in February 2023.
Maha has a wealth of experience in the telecommunications sector including executive roles at Macquarie Telecom and SingTel-Optus. He has served on a range of Boards, committees, and industry associations including Communications Alliance, the Asia-Pacific Carriers Coalition and Victorian Minister’s Information and Communications Technology Advisory Committee.
Gerard has joined as a Director with Consumer Experience and replaces Catherine Wolthuizen who resigned in August 2022.
Gerard has extensive experience in the consumer sector, and has worked as a lawyer, policy officer, and consumer advocate for 20 years.
Our submission to the Joint Standing Committee’s Inquiry into the business case for the NBN and experiences of small businesses can be found here.
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The Australian Competition and Consumer Commission (ACCC) has announced Optus has agreed to offer remedies to customers who signed up for National Broadband Network (NBN) plans that could not achieve the advertised speeds.
The ACCC is responsible for enforcing this undertaking.
Optus has until 2 March 2018 to notify affected customers.
Residential customers who are unsure if the undertaking applies to them can contact Optus on 1800 780 219.
Our submission to the ACMA's consultation Artificial Intelligence in communications and media is available to download here
The telecommunications industry has a set of minimum standards for service providers called industry codes of practice. Created by the industry, these codes contain rules about various situations involving telecommunications.
These rules can help service providers understand consumer complaints and decide on the appropriate way to resolve complaints and may also help providers identify recurring and systemic issues and improve their practices generally.
Ms Bashi began her career as a Telstra Graduate, and has developed her career into a senior customer experience and product marketing executive. She has over 25 years’ experience with leading international telecommunication brands, and extensive business transformation experience. Her strengths are in building high-performance teams with a track record in delivering results within challenging environments.