Telcos still failing to support struggling customers
Telecommunications companies have been notified since they could not support customers facing financial problems.
Although the new financial difficulty standards came into force in 2024, customers state that their request for simple help has been rejected.
A telecommunication industry Ombudsman report published on Thursday, based on reviewing more than 900 customer complaints, found that some fidelities have caused or added financial stress of their customers.
Ombudsman Cynthia Gebert, the report, to meet the obligations and financially struggling to support the people should be done more by companies, he said.
“We see that Telcos does not constantly support consumers, and this has a real impact on people’s lives and survival skills.”
In the report, some fescos found that they refused to help customers looking for support for proactive support, including a woman who falls into difficulty after having difficulty in domestic violence and health.
He had bought a device from a store and was discussed with additional products, but was not informed about any of the extra costs.
The woman could not pay for extra services and no help was offered from Telco.
Telco sold his debt to a debt collection agency and listed a $ 7000 default in his credit file.
The cost was waived after contacting the communication guard.
“We want people to be sure that they will receive the right support for the conditions they need when they reach their Telcos for the help they are entitled.” He said.
Approximately three -fifty Australians had some kind of financial difficulties, 41 percent had high or chronic financial difficulties.
Telcos contacted by the Communication Observer and showed that the number of customers looking for financial support during the last year due to ongoing life cost pressure.
The report also found that customers have given priority to their phones and internet bills on basics such as food or rent, and found the fear of interrupting the connection.
Many consumers reportedly found that it is difficult to start a speech about financial difficulties with Telcos, some feel that their Telcos are not understanding.
“Telephone and internet is very critical for our ability to function in daily society.” He said.
“You access government services, banking services… If you are disconnected, the wide range of effects on your function ability are very large and can unite.”
The findings of the report come after the launch of new industry rules aimed at improving financial difficulties in March 2024.
The new rules require Telcos to offer at least six different options to help customers and to distinguish consumers as the last remedy.
