{"id":206921,"date":"2018-04-20T22:06:39","date_gmt":"2018-04-20T12:06:39","guid":{"rendered":"https:\/\/southburnett.com.au\/news2\/?p=206921"},"modified":"2020-07-25T13:58:39","modified_gmt":"2020-07-25T03:58:39","slug":"nbn-complaints-face-review","status":"publish","type":"post","link":"https:\/\/southburnett.com.au\/news2\/2018\/04\/20\/nbn-complaints-face-review\/","title":{"rendered":"NBN Complaints Face Review"},"content":{"rendered":"
\"\"<\/a>
Member for Wide Bay Llew O’Brien<\/figcaption><\/figure>\n

April 20, 2018 <\/strong><\/p>\n

In light of a report on Wednesday that showed complaints about telecommunications services have risen substantially as the NBN rolls out, the Federal Government says it will act to strengthen consumer protections.<\/p>\n

The six-monthly Telecommunications Industry Ombudsman (TIO) report showed that Australian families and small businesses made almost 85,000 complaints about telecommunication issues in the second half of 2017.<\/p>\n

On Friday, Federal Member for Wide Bay Llew O\u2019Brien said he welcomed the release of the government\u2019s terms of reference for a review into consumer safeguards in the telecommunications sector.<\/p>\n

The review will be undertaken in three parts.<\/strong><\/p>\n

It aims to ensure access to an effective complaints handling and redress scheme; that consumers have reliable telecommunications services; and that consumers will be able to make informed choices and have access to fair and comparable services from providers.<\/p>\n

The first stage of the review will examine the existing model for handling consumer complaints and will identify areas for improvement.<\/p>\n

“The TIO\u2019s six-monthly report shows the existing model for complaints handling and redress is not working,” Mr O’Brien said.<\/p>\n

“Customers are continuing to experience poor service and are unable to get their service provider to satisfactorily resolve issues.<\/p>\n

“The fact that complaints to the TIO are so high across all types of fixed line and mobile services clearly shows there is room for improvement.”<\/p>\n

In addition to the review, the Government has announced a range of new protections specific to consumers migrating to the NBN.<\/p>\n

Under these rules, the ACMA will require retailers to:<\/strong><\/p>\n