Comms Alliance's John Stanton at CommsDay Summit 2014

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  • 1. CommsAlliance Update @ CommsDay Summit Sydney, 9 April 2014
  • 2. • Quarterly polling monitors: • overall customer satisfaction; and • customer experience viz. four transactional touch points relating to TCP Code provisions: • Customer Information – satisfaction with information provided at point of sale or post-purchase • Billing – ease of understanding the telecommunications bill • Spend Management – experience with and awareness of spend management tools • Complaint Handling – satisfaction levels among those who have complained to their Service Provider, re handling & outcome Wave 5 Results – Roy Morgan National Telecommunications Customer Satisfaction Survey
  • 3. Ease of Contacting Provider 11% 19% 13% 35% 21% 11% 17% 15% 34% 23% 7% 17% 14% 34% 29% 6% 15% 14% 42% 22% 7% 13% 16% 38% 26% 0% 10% 20% 30% 40% 50% Very dissatisfied Dissatisfied Neither dissatisfied nor satisfied Satisfied Very satisfied SATISFACTION WITH EASE OF CONTACTING THE TELECOMMUNICATION PROVIDER Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
  • 4. Understanding Bills 6% 12% 13% 39% 30% 7% 10% 16% 39% 29% 5% 10% 14% 38% 34% 5% 10% 15% 44% 26% 5% 13% 13% 39% 31% 0% 10% 20% 30% 40% 50% Very dissatisfied Dissatisfied Neither dissatisfied nor satisfied Satisfied Very satisfied SATISFACTION WITH EASE OF UNDERSTANDING INFORMATION ON THE BILL Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
  • 5. Complaint Handling 13% 21% 15% 29% 22% 18% 16% 14% 35% 17% 11% 17% 19% 29% 24% 15% 21% 18% 26% 20% 15% 15% 16% 28% 26% 0% 10% 20% 30% 40% 50% Very dissatisfied Dissatisfied Neither dissatisfied nor satisfied Satisfied Very satisfied SATISFACTION WITH COMPLAINT HANDLING IN THE LAST 6 MONTHS Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
  • 6. Product Satisfaction 5% 12% 19% 44% 21% 8% 9% 16% 43% 24% 5% 11% 16% 40% 27% 6% 11% 20% 40% 23% 6% 12% 15% 37% 30% 0% 10% 20% 30% 40% 50% Very dissatisfied Dissatisfied Neither dissatisfied nor satisfied Satisfied Very satisfied SATISFACTION WITH INFORMATION ON TELECOMMUNICATION PRODUCT PURCHASED LAST 6 MONTHS Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
  • 7. Overall Customer Satisfaction 5% 14% 15% 39% 26% 7% 12% 17% 39% 25% 7% 10% 18% 34% 31% 7% 12% 15% 41% 25% 7% 10% 16% 39% 28% 0% 10% 20% 30% 40% 50% Very dissatisfied Dissatisfied Neither dissatisfied nor satisfied Satisfied Very satisfied SATISFACTION WITH OVERALL CUSTOMER SERVICE Wave 1 Wave 2 Wave 3 Wave 4 Wave 5
  • 8. 1. Have regard to the High Court’s decision in Roadshow v iiNet 2. Involve all ISPs and RHs, so as not to distort the market 3. Recognise that technologies & tools that facilitate infringement develop quickly 4. Include cost-benefit analysis and demonstrably reduce online infringement 5. Include a public-education focus, incl. re lawful paths to content 6. Recognise protections under Australian law to Consumers, incl. privacy & appeals 7. Address supply issues - distribution & consumption of digital content must provide timely availability of affordable content 8. Recognise that RHs are responsible for enforcing & funding the enforcement of rights 9. Indemnify complying ISPs from actions by RHs, Consumers or others. Online Copyright Infringement – Ingredients for a Solution
  • 9. 1. Max. one provider of vectored services within each cable sheath (i.e. within a node serving area or MDU) – but can be open access 2. Single design authority to coordinate all node locations in the FTTN rollout 3. Potential need to regulate legacy copper to prevent further deployment of spectrally incompatible broadband in the same cables 4. Transition arrangements needed while FTTN VDSL2 and legacy services coexist Vertigan Review & Decisions Needed on VDSL2/Vectoring
  • 10. 1. Repeal Day 1 2. Customer Information Committee Review with ACMA 3. WC61 – Code Streamlining to ease co-regulatory burden 4. Repeal Day 2 Package Red Tape Reduction & Deregulation