Consumer Protection & Broadband

Transcription

1 Consumer Protection & Broadband ACCAN National Conference Communications Alliance, 7 September 2011 John Stanton, CEO Communications Alliance

2 Improved Advertising Practices Unit Pricing - For post-paid mobile plans with advertised included value, quote 3 Unit Pricing elements (standard nat. calls, text, data) in standardised way in large print ads, in Summary of Offer, and on website ACCC undertaking on advertising content applicable to entire industry No use of the term cap for new offers post Code-registration (unless a hard cap ) Highlight that cap can be exceeded when advertising existing cap plans

3 Broadband Speed Claims ACCC Discussion Paper Complex matrix for marketers architecture, contention, backhaul, CPE, software, connection, type & source of content, no. of users etc. Able to promote only worst-case scenarios? potential role for thresholds to help? Forecasting precise long-term performance is risky new investments can be lumpy Could it deter investing for excellence? Ironic if speed is a dirty word on an ultra-fast NBN

4 Better Product Disclosure Obligation to provide Summary of Offer (SoO) prior to sale for post paid services Except for unsolicited offers - use ACL i.e. cooling off provisions and provide SoO along with required material Customers able to opt-out of receiving SoO prior to sale (but will receive post-sale) SoO contains: - Unit Pricing & Key pricing - inclusions, exclusions, limitations, important conditions etc. - single price - contract length and exit/termination fees - credit expiry / roll-over, eligibility re bundling - spend-management tool info Strengthened provisions re roaming & customers with different needs

5 Spend Management Tools Must provide tools and description in prominent and/or easily navigable and/or searchable position on website Info on where to find spend management tools in SoO Must inform customers about approximate delay of unbilled usage information For post-paid mobile and internet plans with included value/cap construct (i.e. no hard cap or shaping/throttling): - For data usage in Australia, provide usage or expenditure notifications at 100% of allowance (incl. info whether excess data charges would apply) and at 1 earlier supplier nominated point that gives sufficient warning - Max. data delay 48 hours - Max. 12 month implementation - Customers can opt out of notifications

6 Transparency & Compliance Creation of Communications Compliance: - independent body with Consumer representation - monitor Service Provider Code Compliance - work on weaknesses; refer for ACMA enforcement where necessary Communications Compliance and Industry to develop metrics within 6 months of TCP Code registration Suppliers to report against those metrics

7 Complaint Handling Tighter deadlines for complaint resolution and completion of undertakings (e.g. 10 working days to implement outcomes, 15 WDs to finalise complaints 5 WDs for urgent complaints) Acknowledge complaints within 2 working days Document complaint process & display in prominent and/or easily navigable and/or searchable position on website Unique reference number or other identifier for each complaint More explicit promotion of the TIO Advise consumers in plain language of complaint outcome