The full report can be downloaded here: Reducing fraudsters’ theft of mobile numbers.
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Historically, complaints have been tagged against a service (internet, landline, mobile handset etc.). But increasingly, consumer complaints spill across multiple services and would be better characterised by an ‘issue’.
Executive General Manager, Technology, Analytics and Business Improvement, Cathy Thomas, says making these changes allow us to report meaningfully in an ever-changing technological landscape.
“By simplifying how we capture the primary issue raised by consumers, we're able to draw more meaningful member insights and complaints trends,” she said.
The Telecommunications Industry Ombudsman is now unable to take new complaints or progress unresolved or outstanding matters about Epic Broadband.
If you have a new complaint about direct debits made to Epic Broadband please address your concerns with your financial institution. The Australian Financial Complaints Authority may also help with complaints about payments or direct debits.
Posted 11 May 2021
When relevant to investigating and resolving complaints, the Ombudsman may take into account the safeguards and obligations in the following Codes:
The Telecommunications Consumer Protections Code C628:2015
The Telecommunications Consumer Protections (TCP) Code sets minimum standards on:
In a wide ranging and incisive discussion, Floyd Carvalho from Superloop, Mary Glikin from Optus, and Amy Childs from Telstra, unpacked the often-invisible barriers that prevent consumers from getting the support they need.
“Scripted sympathy doesn’t work” said Ms Glikin, when asked about how to meet consumers where they are. “We need ensure that our teams have effective escalation pathways”, she added.