FuzeNet has been formally warned by the ACMA after an investigation found that the company's customer service staff failed to identify and record complaints during the June 2016 quarter – and in some instances, the telco also closed complaints without the consent of the customer and without recording or advising the customer of the resolution of the complaint.
The Telecommunications Consumer Protections Code requires all industry participants to have clear and effective complaint-handling processes, and under the rules, telcos must:
- identify and acknowledge complaints;
- give each complaint a unique reference number;
- propose a resolution;
- keep customers updated on progress and delays; and
- inform customers who are dissatisfied how they can escalate their concerns.
The code also require that telcommunications providers must keep complaint-handling records.
“Customers are entitled to have complaints about their telecommunications services handled effectively,’ said ACMA chair Nerida O’Loughlin.
“Telcos cannot just dismiss a customer’s dissatisfaction with a service because the customer did not formally label it as a complaint.
"Apart from being a Code obligation, sound complaint-handling is a key part of quality customer service and good business practice.”
The ACMA said it had issued a formal warning, recognising that it was the first time FuzeNet has had enforcement action taken against it, and that the company has indicated it is committed to improve its complaints-handling and customer service.
To access more information about ACMA’s complaint-handling procedures click here.
