Consumer safeguards review – Part A – Redress and complaints handling

Rectifying telecommunication services issues for regional, rural and remote customers is challenging. Those tasked with resolving the issue are often not cognisant of the unique nature and challenges of utilising telecommunication services in rural and remote Australia nor do they have the technical or product expertise to resolve the issue due to the unique technology mix often utilised to attain a service. Rural users pay significantly higher fees for the same telecommunication services than urban customers. It is therefore crucial that telecommunication consumer safeguards are effective in addressing the issues faced by those living and working in regional, rural and remote Australia.