The COVID-19 pandemic has amplified consumer reliance on telecommunications services. As part of its Consumer Safeguards Review, the Australian Government is examining what framework is required in a “post-2020 environment”, as consumers embrace broadband (fixed and mobile) and increasingly give up their fixed line voice services.
Is self-regulation or direct regulation the best way to ensure consumers make informed choices and are treated fairly by their provider in areas such as customer service, contracts, switching providers, billing and credit/debit management; particularly in the COVID-19 context with issues of financial hardship? What has been Ofcom’s experience in the UK running its ‘Fairness for Customers’ program? Join the IIC Australian Chapter at its next webinar in November to discuss the future of consumer safeguards in an evolving communications environment.
Co-Director, Centre for Media Transition UTS
Group Executive for Consumer & Small Business
Chief Executive Officer
Australian Communications Consumer Action Network (ACCAN)
Director of Consumer Policy
Dr Karen Lee
Senior Lecturer, Faculty of Law
University of Technology Sydney