David Tudehope, Macquarie Telecom Group CEO
Macquarie Telecom Group CEO David Tudehope believes the TIO report highlights systemic failures despite greater reliance on telco services and the industry doing incredibly well during the pandemic.
David Tudehope, CEO, Macquarie Telecom Group said: “Despite repeated warnings and consistently poor results reported by the ombudsman, Australia’s tier one telcos continue to fail consumers, businesses and crucially the most vulnerable in our society.
“The TIO’s Systemic Investigation Report today proves issues such as misleading promotions and telcos signing up customers for services they don’t want or need are alive and well.
“Latest complaints data shows there was a complaint every four minutes, every hour every day between July and December 2020, a 5.7pc increase in the same period pre-pandemic. And this just reflects people and businesses bothered to make a formal complaint; how high would the numbers be if we factored in direct complaints with providers and the frustrations we air on social media and to each other?
“The industry has performed incredibly well during the pandemic, with telco services more vital than ever to work and keep us connected to friends and loved ones here and across the globe. Why hasn’t support improved to match with this greater reliance?”.
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Tudehope contijnued: “Where is the additional support needed to protect consumers from the increasing threat of cyber-crime, particularly with so many working from home?
“The report says the industry has improved its selling practices in light of the TIO’s investigations, which is important but the systemic problems have not been fixed.
“There will no doubt be another inquiry or report sometime in the near future that identifies the same types of unconscionable behaviour continue to bedevil consumers. This has to stop,” Tudehope concluded.
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