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Telcos cough up millions in compensation
15 Feb 2002
The Australian Communications Authority's annual report revealed that the country's two major phone companies, Telstra and Optus, paid out almost $14 million in compensation over 2000-2001 to customers for faults and delays in new service connections.
But the lack of information from the minor telcos has led the ACA's Roslyn Kelleher to instigate an investigation into the automatic payment of compensation. As many of the smaller companies are reselling services, and therefore dependent on Telstra and Optus for information, there's no clear picture of what the services were and how they fared, says Kelleher.
The automatic compensation system, in place since August 2000, makes payments to customers for faults and delays without their having to actually make claims for them. In the reseller environment this is very difficult to ascertain, says Kelleher, and it's not clear whether the system is working properly.
ZDNet Australia, 15/02/2002.
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