|
All Archives /
aussie-isp /
2004-04
|
<<< Date >>> | |
| Permanent Link | ||
|
Date: Thu, 01 Apr 2004 23:15:13 +0930
From: Brenda Aynsley To: Oz Isp Message-Id: <406C1CE9.2070104@iss.net.au> Subject: [Oz-ISP] TIO sparks concern over broadband transfers |
Followups: |
|
FYI =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D Ombudsman sparks concern over broadband transfers Sara Case, ARN 29/03/2004 12:07:21 The Telecommunications Industry Ombudsman (TIO) is urging consumers to sh= op=20 around for the best deals from Internet Service Providers (ISPs) followin= g=20 several dozen complaints about unauthorised and poor broadband transfer s= ervices. An unauthorised transfer occurs when a customer is transferred from one p= hone=20 company to another without giving informed consent. This can happen becau= se of=20 an administrative or systems error, or because of a deliberate act by the= company. A TIO spokesperson said customer transfer was a perennial cause of compla= ints=20 from landline users - in relation to errors in transfer and unauthorised=20 transfers. The introduction of a one-step customer transfer system betwee= n=20 Internet service providers last year had seen the problem cross over to t= he=20 broadband market. "Although this complaint type is relatively new for ADSL customers, we be= lieve=20 more efficient processes are needed to prevent complaint numbers increasi= ng,"=20 the spokesperson said. Consumer complaints began to escalate in November and December 2003. By J= anuary=20 this year, the TIO had received enough complaints for them to be aware of= the=20 problem and to make changes to the way it logs complaints. But unauthorised transfer is not always illegal. The main remedy for an=20 unrequested transfer, which can often be a mistake, is reversal. The Australian Communications Authority (ACA) has formulated a code of co= nduct=20 (the Australian Communication Industry Forum=92s Customer Transfer Code) = which all=20 Internet providers must acknowledge. The TIO reports all code breaches to them and in light of the latest comp= laints=20 is seeking greater adherence to the voluntary agreement. However, the TIO has revealed several ADSL service providers we re unawar= e of=20 their obligation to comply with the code. IDG contacted several Internet providers to find out what their customer=20 transfer policies are. An OzEmail spokesman said: "OzEmail=92s current processes do not allow fo= r=20 unauthorised customer transfers to occur and as such we are fully complia= nt with=20 the ACIF Customer Transfer Code." Optus was unable to provide a response before deadline.<end> http://www.pcworld.idg.com.au/index.php?id=3D1671690268&eid=3D-108 cheers brenda --=20 Brenda Aynsley, FACS PCP || Mobile:+61(0) 412 662 988 Oz Business Partners - helping you do better business Web Design and Implementation : Technical Writing for Effect Training Development and Delivery : Multimedia Production http://www.ozbusinesspartners.com/ ACN 069 346 327 Phone: +61(0) 8 8357 8844 Fax: +61(0) 8 8272 7486 -- SA Chairman, Pearcey Foundation, http://www.pearcey.org.au/ Promote and Recognise Australian IT&T Achievements -- ACS - ICT Professionals Shaping our Future http://www.acs.org.au/ ---- email "unsubscribe aussie-isp" to m a j o r d o m o @ a u s s i e . n e t to be removed. |
|