Telcos are blaming technology-challenged customers for the surge in complaints about phone and Internet services.
The Communications Alliance and the Australian Mobile Telecommunications Association have admitted to a government inquiry that "there are problems in areas of customer management".
Legislation forcing them to provide minimum levels of customer service would be " confusing and undesirable for customers".
Increased customer numbers have presented the telecommunication industry with both technical and consumer management challenges.
"These are the new customers they have enticed to use their services."
"This has contributed to a rise in complaints in recent years which industry blames on the customers."
"Consumer care challenges" From copper line to mobile telephones, from dial-up Internet to high-speed broadband and "bundling" of services.
"These shifts have created challenges for consumers who may have limited understanding of essential parts of the technology they are using."
The complicated packaging of services that the Telco's have invented to confuse the customers, are so successful in creating customer confusion that they are complaining.
"The customers are also engaging with dramatically changed supply chains.(gobbledygook)
"Identifying and resolving some issues may therefore be more complex for consumers who are uncertain whom to contact for assistance."(gobbledygook)
Mushrooms grow in the dark and so do customers
A GROUP OF NEW CUSTOMERS
READY FOR THE PICKING