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 sampl...
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
...
• CA Board-Level Sub-Group created
• Three point focus
• Redundant and/or outdated regulation and
legislation
• Review (wi...
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Communications Alliance's John Stanton

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Communications Alliance's John Stanton at CommsDay Melbourne Congress

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Communications Alliance's John Stanton

  1. 1. Ch-ch-ch-Changes Presentation to CommsDay Melbourne Congress 9 October 2013 John Stanton, CEO, Communications Alliance
  2. 2. • Customer Satisfaction • Contextualised Complaint Data • Rebooting the NBN • Regulatory Reform Oh, the times, they are a’
  3. 3. 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
  4. 4. Ease of Contacting Provider
  5. 5. Understanding Bills
  6. 6. Complaint Handling
  7. 7. Complaint Handling
  8. 8. Product Satisfaction
  9. 9. Higher Than Expected Bills
  10. 10. Higher Than Expected Bills
  11. 11. Overall Customer Satisfaction
  12. 12. Complaints in Context
  13. 13. Compliance in Context
  14. 14. • 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
  15. 15. • 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
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