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ACMA's Richard Bean


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ACMA's Richard Bean at CommsDay Melbourne Congress 2013

ACMA's Richard Bean at CommsDay Melbourne Congress 2013

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  • 1. CommsDay Congress Richard Bean, Deputy Chair, Australian Communications and Media Authority Melbourne 8 October 2013
  • 2. Five-year Spectrum Outlook for the period 2013-2017 > The 5th edition released in September > Analysis of spectrum demand pressures > Key issues affecting spectrum management > Focus on ongoing spectrum reform agenda and review of the spectrum management toolkit > Views and commentary to the ACMA by 20 December 2013
  • 3. TCP Code protections and the ACMA’s compliance activity > Just over a year since the revised Telecommunications Consumer Protections Code was registered > Real industry responses to mobile bill shock > Intensive compliance work concerning Critical Information Summaries > Clear improvement in compliance with the advertising requirements – but use of ‘unlimited’? > Lodgement of compliance documentation with CommCom > ACMA compliance priority is monitoring the introduction of the Code’s required usage alerts … and > the recent International Mobile Roaming Standard.
  • 4. Mobile Network Performance > Conversation with industry and consumers to improve the transparency of information about mobile network performance > A number of factors likely to have contributed to increasing demands and expectations of mobile networks > The ACMA continues its work on spectrum for mobile broadband > Releasing today an ACMA discussion paper about Mobile network performance > A planned ACMA forum on the topic in Melbourne on 14 November
  • 5. The Mobile network performance paper considers: > The factors that shape consumer perceptions of good and bad mobile network performance; > Key technical aspects of mobile performance and network management; and > The information currently available to Australian consumers about the performance of mobile networks. > Further information can be found at
  • 6. RTC consumer information program 1. Reconnecting the Customer (RTC) inquiry 2. International Mobile Roaming standard 3. Review of legacy consumer information requirements 4. Mobile Network Performance Forum … This program will continue.
  • 7. ACMA/Newspoll telecommunications customer experience study > 7 in 10 customers who contacted their service provider in the last six months were satisfied with the customer service > Strong link between satisfaction and the timing and resolution of complaints > Only about 1 in 2 people whose most recent contact with their provider was about a complaint felt satisfied with the customer service > Most customers offered some solution to their complaint felt it fair, but just over a quarter reported that there was still no resolution > Findings to date confirm the need for the ACMA to focus on monitoring complaint handling outcomes of providers
  • 8. Working with industry > Working in the co-regulatory system > ACMA Partnership Principles > Some customer and citizen services undertaken by third party providers > Reducing red tape in regulation through process improvements within the current complex sector-specific framework > Consideration of legacy telecommunications industry information provision requirements