Skyrocketing complaints spark telco inquiry

Australia’s communications watchdog says it will conduct a a formal inquiry into the “serious matter” of skyrocketing complaints about the nation’s phone companies.

The head of the Australian Communications and Media Authority (ACMA), Chris Chapman, says the inquiry will hear from telecommunications executives on how the industry handles complaints and its customer service culture.

He says he hopes the inquiry will lead to an improvement in the way telecommunications companies deal with customer complaints.

“We have reached a tipping point where the telco industry reputation for complaint handling and customer care has got to the point that enough is enough,” he said.

Mr Chapman says the public inquiry will be conducted by the ACMA and members of the public are encouraged to take part.

“All stakeholders in the telco space from the service providers to the consumer advocates to related regulators and punters like you and me, we all have our horror stories,” he said.

“We all have views about our telco providers and we will deliberately construct an opportunity for the public to be engaged.”

Mr Chapman says the most common complaints are lodged by consumers in “bill shock” and those who have misunderstood details within their contract.

“Exorbitant [bills] or there is data usage that they were unaware of, or the terms and conditions of the contract were not readily understood,” he said.

“There is seven, eight, nine, 10 issues that constantly come up and they all add up to what is certainly in perception, a very poor track record.”

Mr Chapman says the inquiry will take a collaborative approach to determine what the current practices into complaint handling are, and what expectations consumers have.

He says evidence from the chief executives of telcos will also be taken into account.

“A formal inquiry allows us to take evidence. A formal inquiry has put the industry – they are on notice that this is a serious matter,” he said.

“I frankly think that the chief executives of the telco industries will welcome this development as an opportunity for them to get to the bottom of it, to have their case explained, for the deficiencies to be shown up and for there to be what I call collaborative action to address it.

“Now in the absence of that collaborative action, we’ve certainly now got the powers to forge that framework going forward.”

Abilities India Pistons and Rings Ltd. awarded two gold trophies in ACMA awards

New Delhi, Sep 3 (ANI/Business Wire India): Abilities India Pistons and Rings Ltd. expert in manufacturing of Pistons and Piston Rings for 2 and4 stroke engines, for automobiles (mainly two / three wheelers) has won two Gold trophies, for excellence in Exports as well as in productivity and quality, in the golden Jubilee ceremony of ACMA awards (2008 – 2009).

Abilities India Pistons and Rings Ltd. is the largest manufacturer in India of two stroke pistons kits and is supplying it to USA, Europe and more than 35 countries through out the world.

Speaking on the occasion, Sunil Arora, Joint MD, AIP, stated that, “The real growth is going to start now. The market is ripe for the OEMs and there is tremendous scope to grow. With optimum capex and engineering excellence the company is gearing for the challenge. It was also a part of the ACMA Advance cluster which gave it the impetus to continuously strive for excellence.”

AIP is working as a leader for the manufacture of Pistons and Rings for automobiles (mainly two / three wheelers), chain saws, brush cutters, agriculture sprayers and compressors. AIP is a major OEM supplier for many reputed vehicle and engine manufactures of the country and overseas. AIP has to its credits the development of nearly 200 models of pistons for Chain Saws / Brush Cutters, which places it in a unique position to be a global supplier of Pistons to the OEM and after-markets as the necessary infrastructure for these models is readily available.

Abilities India Pistons and Rings Ltd. was established in the 1966 by R.S. Arora and converted into a limited company in 1995; the company has gone from strength to strength, overcoming many challenges on the way with great aplomb. It is an ISO/TS16949:2002 certified company, recognized EXPORT HOUSE as well as recipient of several AWARDS from EEPC and ACMA for excellence in Exports and Quality and Productivity.

Always keeping its employees first and firmly believing that the company’s success lies in its efficient and happy employees, the company continuously evolves practices that will ensure Total Employee Involvement. Stress is given to ‘all round improvement’ by making 5S, Poka Yoke, Kaizen, Deskilling and Talent development a part of its daily activities. (ANI)

Oz kids more savvy about cyber safety, says study

Melbourne, Jul 9 (ANI): A new study has revealed that even though Aussie kids are becoming more conscious of the danger lurking on the Internet, their parents are still worried about what they are doing online.

The research carried out by the Australian Communications and Media Authority (ACMA) reveals that many children as young as eight view the Internet as an extremely important part of their lives and go online regularly.

The ACMA survey from June to November last year reveals that younger kids are more likely to want to play games online while the overwhelming majority of teens use social networking sites.

It showed kids appeared to be aware of online risks with 75 per cent saying they knew not to give out their address or phone number online and were aware of the potential for online impostors.

“Nevertheless, despite the high level of awareness . . . some young people were prepared to engage in these high risk behaviours,” News.com.au quoted the report as saying.

More than half of 12 to 17 year olds said that they had received “friend requests” from strangers online, and almost two thirds of 16 to 17 year olds said that they accepted the approach.

Almost one in five 16 to 17 year olds had experienced cyber bullying, compared with 16 per cent of those aged 12 to 13, and most said they told their parents. (ANI)

First rule of Internet censorship: Hide the block list

First rule of Internet censorship: Hide the block listAustralia’s telecom regulator, the Australian Communications and Media Authority (ACMA), has the authority to blacklist Internet sites, authority used almost exclusively to address childhood sex pictures (children’s rights groups don’t like the “child porn” label, which suggests a degree of agency that children involved in the practice don’t have). But it also came to light recently that ACMA is willing to blacklist pages that simply list the censored websites, even though they contain no offensive images.

The Sydney Morning Herald noted today that ACMA’s blacklist even includes certain Wikileaks pages, including a list of Denmark’s censored websites (3,863 blocked). The page is apparently included on the theory that a massive list of sites with “lolita” and “youngyoung” in the their domain names is basically an invitation to Australians who might not otherwise know where to go to get an underage fix.

If that’s true, ACMA will have to keep blocking. Wikileaks also hosts the leaked blacklists from countries like Thailand (11,329 blocked) and Finland (797 blocked).

All three of those lists are largely concerned with sex, but the size difference can be chalked up to the fact that Thailand appears to be banning all sorts of porn websites (along with proxy services), while the Nordic countries are exclusively concerned with sexual images of children.

The ACMA blacklist will be used as the basis for the government’s nationwide Internet filtering system—should that system ever be put into place (it’s currently facing serious opposition from ISPs and even from the Australian Senate). For now, though, the blacklist can be used by ACMA to go after websites that link to the censored content; those that don’t remove such links after a day or so face fines of $11,000 per day.

The blacklist itself is secret, as it is in most countries that censor content. This angers some activists who believe that secrecy lends itself to abuse. In Finland, for instance, a man who runs a website arguing that the blacklist approach is ineffective was called in for questioning last year after publishing “a list of a few hundred censored sites.” His own site was then placed on the blacklist, which means that visitors from Finland are greeted by a message saying that the site they are trying to reach contains illegal images.

Those in favor of keeping the lists secret claim that publishing them is simply providing a centralized resource for those interested in child sex abuse, but without any real way to see what’s on the list or to challenge its contents, the list makers will always invite charges of incompetence or arbitrariness (indeed, one Finnish site claims that most of the domains on the blacklist appear to be legal pornographic sites).

This was the case recently in the UK where the censorship list creator (which is not a part of the government) added a Wikipedia image of an old Scorpions album cover to its block list and later retreated after protests.

Right or wrong, the first worldwide rule of Internet censorship currently seems to be “you don’t talk about what’s being censored.”