Companies offering fixed broadband services will be required to publish their customer service commitments and details of their associated performance under new industry rules that have been proposed by the Australian Communications and Media Authority (ACMA).Currently there are no requirements for telcos to publish their customer service commitments and the remedies they will provide if commitments are not met, such as rebates or backup modems to maintain connectivity. With regards to the authority's plan to change this, ACMA chair Nerida O'Loughlin suggested the proposals would help drive improvements in customer service, saying: These new rules will require telcos offering fixed broadband services to be transparent about their service commitments and remedies they are providing their customers, and report on their performance against these.'
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