Country Victoria was the scene of Australia’s greatest ever natural disaster over the weekend. More than 100 people have lost their lives and many more have been left injured and homeless.
We at CSP Central encourage everyone to dig deep and support the victims of this disaster. You can help by supporting the Red Cross 2009 Bush Fire Appeal or other charities that are helping the victims.
With tougher times upon us, credit management and credit obligations should be at the forefront of every telco and ISP’s mind. So does a telco or ISP have to undertake a customer credit assessment ?Hint - the Telecommunications Consumer Protections Code (C628:2007) (‘TCP Code’) has the answer.
One of our recent posts raised an interesting question which many ISPs and telcos seem to overlook; Who is a ‘Consumer’ under the CommsAlliance Telecommunications Consumer Protections Code 628:2007 (the “TCP Code”) ?When the word ‘Consumer’ is used, one usually thinks mum, dad and the kids, right ? Well, its potentially more like mum, dad, the kids, the local milk bar operator, the local accountant, the local builder and the local solicitor, just to name a few under the TCP Code. So this puts a heap of contracts for telecommunications services into the contracts with ‘Consumers’ pile.
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With the economy stalling, some customers are turning to the Telecommunications Industry Ombudsman (TIO) to escape their contract obligations to telcos and ISPs. Against that pressure, the TIO needs care to remain the independent dispute resolution organisation its charter requires.Obviously in many situations the TIO does a great job at resolving disputes in a fair and equitable manner.
We have recently seen a spike in the number of telco and ISP clients seeking advice on TIO disputes. Sure, they are often to blame for poor communication and poor account management (which in our view is symptomatic amongst many industry players) but we also see disputes that are manufactured by customers attempting to avoid contract obligations.
Sometimes customers are just plain dishonest.
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Despite mounting pressure from the Telco / ISP industry, the Federal Government is pushing forward with its intended internet filtering trials.It was a great loss this week with the passing of Phil Tsakaros, after his battle with cancer. Phil was widely known and respected throughout the Telco industry for his knowledge, technical ability, and cheeky humour.
Phil started his career with the Royal Australian Air Force within electronics, progressing to be a key figure in the setup of Austar on the Gold Coast. After his time at Austar, Phil joined Pacific Internet (now Pacnet) where he worked in a senior engineering / technology role. Phil was instrumental in securing major government contracts for Pacnet.
Phil will be sadly missed by all his friends within the industry – as was evident at his funeral.
On behalf of CSP Central we express our condolences to his wife Lisa and their children.
In memory of Phil Tsakaros.
We learned how to approach and assess a TIO complaint in the first part of this series.
In the first part we determined who the complainant is and what the complaint is. Now it’s time to respond to that TIO complaint. The way you respond can have a significant impact upon the final outcome.
The increasing use of peer to peer software is creating more than just a piracy problem. The use of UDP by P2P can generate new network management and legal issues for ISPs.Dealing with the Telecommunications Industry Ombudsman (‘TIO’) can be a long and arduous task, but it doesn’t have to be. With the right approach you can achieve successful outcomes.As the telco industry well knows, customers will regularly contact the TIO hoping to use the system to their advantage, whether it be getting out of a fixed term contract, or trying to avoid paying excess charges. The biggest mistake Telcos and ISPs make with the TIO is not dealing with the complaint in a proper and systematic way.
In this two part series you will learn how to better deal with TIO complaints, and how you can achieve better outcomes. In this part 1, we are going to look at the basic questions in dealing with TIO complaints.
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