Category Archives: Complaint Handling

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: Do you correctly recognise ‘Urgent Complaints’?

Posted on 14 March 2013 by Peter Moon

The TCP Code has special rules for Urgent Complaints, as defined by the Code.  When ACMA does a complaint handling audit, one of its main interests is whether a telco knows what an ‘Urgent Complaint’ is, and identifies them promptly, … 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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ACMA on the prowl re complaint handling

Posted on 21 January 2013 by Peter Moon

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 →

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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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Complaints Analysis: Get your copy of TIO’s new keywords

Posted on 7 December 2012 by Peter Moon

The TCP Code requires telcos to classify and analyse complaints in-house so that emerging and systemic issues can be identified and responded to … without waiting until the TIO is banging on the door. It makes a lot of sense … Continue reading →

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Does your Complaints Policy have to be on your website?

Posted on 11 October 2012 by Peter Moon

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 →

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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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