Premium mobile service complaints falling

TIO says that more work still needed in terms of customer communication and resolution of issues

Recent statistics released by the Telecommunications Industry Ombudsman (TIO) indicates that consumer complaints relating to mobile premium services (MPS) are dropping.

The figures show that MPS complaints topped 800 in July 2009 but fell to 260 in December 2009, and complaints have remained relatively steady at 300 in January 2010 (the TIO attributes the slight increase to consumer spending during the Christmas period). The TIO believes that the introduction of the new MPS Code in July last year provided greater regulation for the industry and says consumers are now better protected.

“While we cannot attribute the improvement to a single provision, the tightening of the rules around the advertising and promotion of MPS has been significant,” said TIO spokesperson John Dubois.

The TIO said that although complaint numbers have dropped, telcos and content providers needed to improve communication with consumers.

“While overall complaint numbers would suggest [that mobile phone and content providers have improved customer communications], 97 per cent of MPS complaints are resolved at Level 1 [without the need for significant investigation by the TIO),” said Dubois. “That indicates these disputes should, and could, be resolved easily through better communication.”

The most common complaint to the TIO continues to be in relation to automatic subscription to services that customers claim that they never asked to receive. This was followed by consumers saying that they were not given the correct advice on how to resolve their complaint, or they are unable to reach the content supplier of MPS.

“Telcos have an obligation to provide clear and accurate information about their services,” said Dubois. “But customers must also ensure they fully understand their contracts and ask questions if they do not.”

The Australian Communications and Media Authority’s website has a series of fact sheets for consumers as well as answers to a number of commonly asked questions on mobile premium services. These include useful tips to avoid problems with MPS.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags Telecommunications Industry Ombudsman (TIO)Australian Communications and Media Authority (ACMA)premium sms

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Kevin Cheng

PC World
Show Comments

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?