Tag Archives: complaint handling

Complaints Analysis: Telcos should now have two QCAs completed

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 …

Posted in Complaint Handling | Tagged , | Leave a comment

ACMA on the prowl re complaint handling

Australian Communications and Media Authority staff have spent December and January engaged in “environmental scanning activities targeting specific aspects of the TCP Code” with an emphasis on complaint handling . “Environmental scanning activities” includes reviewing telco websites to see if … Continue reading

Posted in Code Enforcement, Complaint Handling | Tagged , , , | Leave a comment

Complaint Handling Summary template available

The 2012 TCP Code requires a telco to have a compliant Complaint Handling Process and a document that summarises that process.   There are special requirements for the Summary, too. At the Compliance Shop, we’re offering a template Summary that you … Continue reading

Posted in Complaint Handling | Tagged , , | Leave a comment

Complaints Analysis: Have you completed your TCP Code QCA?

By last 1 December, every Australian telco should have completed its first QCA under the 2012 TCP Code. If you don’t know what we’re talking about…

Posted in Complaint Handling | Tagged , , , | Leave a comment

Does your Complaints Policy have to be on your website?

No, it doesn’t. What the TCP Code requires is that a summary of your full Complaints Handling Process  is posted, and it sets out minimum requirements for the content of that summary. Can you satisfy the requirement by posting your … Continue reading

Posted in Complaint Handling | Tagged , , | Leave a comment

TIO gets in step with TCP Code from Monday

From Monday, 1 October 2012, the Telecommunications Industry Ombudsman will modify its processes to harmonise with the TCP Code.  It’s all part of a united front by ACMA, ACCC, Communications Alliance, Communications Compliance, ACCAN and TIO to support the TCP … Continue reading

Posted in Complaint Handling, TIO | Tagged , , , | Leave a comment