The TCP Code requires:
Suppliers must classify and analyse complaints at least every 3 months to identify recurring problems and issues including areas of non‐compliance with this Code.
Last Friday marked six months since the TCP Code commenced, so …
Telcos should be finished their second QCA
Every telco should by now have completed their second Quarterly Complaints Analysis. (That, and QCA, are our terms, not the Code’s — but they explain the idea.)
And how do you conduct a Complaints Analysis?
We explained what it’s about in a post last year. It’s still good advice.
Some new comments
We’ll add that recent ACMA audits have made it clear that ACMA doesn’t think a complaint handling system is adequate if it doesn’t enable comprehensive reporting and analysis. If all a telco holds is typed and dated notes in a text file, or attached to a billing system, there’s no easy way to analyse the data and see what’s on the radar … which is largely what the TCP Code requirement is about.
