Telco's face record complaints and fines

Over the past couple of weeks there has been a lot of press about the record number of complaints against telecommunications companies in Australia.
Almost 200,000 people complained to the Telecommunications Industry Ombudsman about their phone services in the past financial year, and the industry players paid a record $28 million in fines.
Can you imagine running your business like that? What's going on in this sector? It's not about throwing more people into customer services roles, the focus needs to be on getting the basics right, a network that works, plans that are not misleading, bills that are accurate and so on, then maybe they'll avoid the embarassment of tougher regulatory standards. My mobile contract is up for renewal, sadly my buying decision is probably going to be based on the old addage that it is better the devil you know...
Tags: customer service  

Posted: Wednesday 16 November 2011

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