Ch-ch-ch-Changes

Presentation to CommsDay Melbourne Congress

9 October 2013

John Stanton, CEO, Communications Alliance

• Customer Satisfaction

• Contextualised Complaint Data

• Rebooting the NBN

• Regulatory Reform

Oh, the times, they are a’

CA/Roy Morgan Customer Satisfaction Survey

• Third quarterly wave – July-Sept 2013

• Online survey of representative sample of 500 Australian telecommunication users aged 18+.

• All respondents had some form of contact with at least one telephone or internet SP in the prior six months.

• 96% access to a mobile phone for personal use

• 96% access to Internet for personal use

• 81% access to a landline or VOIP

• No major metro/non-metro difference

Ease of Contacting Provider

Understanding Bills

Complaint Handling

Complaint Handling

Product Satisfaction

Higher Than Expected Bills

Higher Than Expected Bills

Overall Customer Satisfaction

Complaints in Context

Compliance in Context

• VDSL2 and Vectoring Revisions

• Revisions to C559 & AS/CA S043

• Also revising brochure re DSLAMs in Customer Buildings

• The NBN: Rebooting Event 18-19 November

• Standardised Interfaces

• Local Number Portability

• OTT devices

• Customer transfer post-migration

• Battery back-up

Rebooting the NBN

• CA Board-Level Sub-Group created

• Three point focus

• Redundant and/or outdated regulation and legislation

• Review (with ACMA) of information-provision obligations on CSPs

• Streamlining/consolidation of CA Codes provisions & requirements

Regulatory Reform