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 abilities, Aap said AAP.
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 make sure that they will get the right support for the conditions they need when they reach their Telcos for the help they are entitled to help,” Gebert 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 the Internet, is very critical for our ability to function in daily community,” said Gebert.
Nasıl How do you access government services and banking services… If you are disconnected, the comprehensive effects on your functional ability can be very large and united. ”
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.
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