It seems regulators will be stamping their authority over Telcos that breach new customer service rules when they are released in a month’s time. We have been heavily following the introduction of these new laws as a much-needed safeguard for those consumers who have been suffering at the hands of poor advertising and complaints handling from the Telco industry. This has led to many defaults being unfairly placed on credit files, and also invariably sometimes credit file errors.

By Graham Doessel, Founder and CEO of MyCRA Credit Rating Repairs and www.fixmybadcredit.com.au.

The Sydney Morning Herald reported yesterday in its story Regulator takes tougher stance with Telcos that in the lead up to the instigation of a new Telecommunications Consumer Protection Code, the Australian Communications and Media Authority (ACMA) is warning telcos it will have little patience for those that ignore the new regulations:

“The communications regulator is warning of “more investigations

[and] more court cases” against telcos that breach new customer service rules starting in four weeks.

The new rules will stop telcos using the word “cap” and force them to offer clear pricing information, usage alerts and better complaint handling services. It also set up Communications Compliance – an industry funded body that will monitor breaches.
General manager of content, consumer and citizen at the Australian Communications and Media Authority, Jennifer McNeill, said it will have little patience for telcos that flaunt the new Telecommunications Consumer Protection code.

The ACMA previously used a gentle ‘engage and educate’ method to help telcos comply, but this attitude would be replaced with a tougher stance, she said.

“You will see more investigations, more directions and more court cases,” she told a room full of telco industry representatives at a briefing.

“We expect immediate compliance with the obligations that have been substantially carried over from the old code.”

Ms McNeill said the ACMA would no longer tolerate “good natured incompetence” as an excuse for breaches and would also ask telcos to substantiate any unbelievable service offers. Staff had been shifted around within the ACMA to bulk up its ability to enforce compliance, she added.

When the code starts on 1 September, if telco’s breach the code, the ACMA can direct them to comply with it.  If they don’t comply with the ACMA’s direction, the Federal Court can impose a penalty of up to $250,000.

The industry body that drafted the code, Communications Alliance, is conducting briefings and training sessions around the country to help companies prepare for the changes.

If your Telco has placed a default on your credit file which you believe is unfair, incorrect or just shouldn’t be there – then you may have grounds to request its removal from your credit file. To discover whether you may be a suitable candidate for credit file repair, give the MyCRA Credit Rating Repairs team a call on 1300 667 218.

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