Category Archives: Complaint Handling

Cooper Mills releases ‘Publicly Available Information’ Checklist

It’s fairly common knowledge that, by 1 April 2013, telcos will have to lodge a ‘Compliance Attestation’ with the new authority Communications Compliance.  What’s less well known is that it will have to be accompanied by a ‘Customer Information Compliance … Continue reading

Posted in Billing, Complaint Handling, Critical Information Summary, External Compliance Assessment | Tagged , , | Leave a comment

Cooper Mills releases TCP Code ‘Chapter by Chapter’ editions

For study and training purposes, it’s often much easier to break the TCP Code into its seven main chapters.  So Cooper Mills has prepared an unofficial version of the Code that separates the chapters, omits the non-essential introductory material and … Continue reading

Posted in Advertising, Billing, Code Enforcement, Complaint Handling, Credit & Debt Management, Customer Contracts, Customer Service, Customer Transfers, Sales, Selling a Telco Business, Staff Training | Leave a comment

Industry to TCP regulators: We need a direction

Possibly the top two objectives of the 2012 TCP Code  are (a) to reduce the number of customer complaints, and (b) to get any complaints that do arise closed fast.  Which makes it pretty remarkable that the Code stumbles over … Continue reading

Posted in Complaint Handling, Criticising the Code | Leave a comment