Telcos

Graeme Samuel is set to go at the end of his second term as Australian Competition and Consumer Commission Chairman. There will be applause from those who think that his eight-year stint in the top job was just too long for anyone.

Others may applaud his imminent departure as they may feel that the ACCC could have done much more during his time.

History will in due course judge Samuel’s tenure, but as one ACCC Chairman departs another is on the horizon. Rod Sims has been nominated as Samuel’s successor. Sims will now be put under the spotlight.

Continue reading "New ACCC chief will need to tackle the top end of town" »

I reluctantly faced one of the simpler but more infuriating challenges that life throws at you. It can be summed up in three words: telco customer service. (Eds - this is a distressing column. Let’s start with some cheery hold music.)

I’ve had a mobile phone account with a leading telco provider for a number of years. Since moving to my new house over a year ago the coverage in the area has been terrible and as such I queried the problem on numerous occasions. It recently came to a head and I did the unthinkable – spent two and half hours of my life either on hold or chatting with one of a multitude of provider staff.

I spoke to iPhone, billing, the provider service centre, customer support and mobile customer support – I was flung like I rag doll around from representative to representative and each time I had to relay the same information; name, address, date of birth and nature of the problem.  On two separate occasions, just when I thought I was making progress, the connection failed while I was on hold and just like Groundhog Day I was forced to start all over again.

Continue reading "Customer service is on hold" »