Tag Archives: complaints

Live Connected gets TCP Code warning

Posted on 24 January 2014 by Peter Moon

Telco Live Connected has scored a formal warning from ACMA for breaches of the TCP Code’s billing and credit management rules.  The mobile service provider was pinged for taking credit management action over disputed amounts and for breaching the Code’s … Continue reading →

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Complaint Handling: Get with the program

Posted on 4 March 2013 by Peter Moon

A moment ago, we were happily reading through random Critical Information Summaries on the web (as you do) and, almost at the end of one that looked pretty good, struck the paragraph above. Read on to find out why a … Continue reading →

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Complaints Analysis: Telcos should now have two QCAs completed

Posted on 4 March 2013 by Peter Moon

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 …

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Complaint Handling Summary template available

Posted on 18 January 2013 by Peter Moon

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 →

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Complaints Analysis: Have you completed your TCP Code QCA?

Posted on 9 December 2012 by Peter Moon

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…

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TIO gets in step with TCP Code from Monday

Posted on 28 September 2012 by Peter Moon

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 →

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