Lack of industry competition contributing to poor customer experience
Macquarie Telecom Group CEO David Tudehope speaks out on the failings of the telco industry, and the resulting poor customer service, in light of the ACCC’s draft report on the telecommunications market.
Speaking to InnovationAus he talks of the jump in complaints to the telecommunications ombudsman, now 4 times the amount of complaints received to the banking industry ombudsman. He believes the lack of competition and concentration of market power are the cause of this shocking figure and the poor experience customers are facing.
More industry competition would raise incentives to improve customer service
Parts of the industry see customer service as a cost rather than an opportunity, David Tudehope believes the telecommunications industry has failed the Australian population and businesses.
Read more of what he had to say here.