Issue No 26: 21 November 2016



Hot Topics

  • Comms Essentials - Artificial Intelligence
    7 December 2016 -  Register Here


Follow Us on Twitter here  facebook Like us on Facebook here

Industry welcomes 9.6 per cent Fall in Complaints to the TIO

A 9.6 per cent fall in total new complaints to the Telecommunications Industry Ombudsman (TIO) in 2015-16 has been welcomed by communications industry body Communications Alliance.

“Complaints about mobile services fell by 28.8 per cent to their lowest level since 2006-07 – a strong indicator of ongoing improvements in mobile infrastructure and customer service, along with improved calling plans and features,” said Communications Alliance CEO, John Stanton.

He acknowledged that after four years of significant year-on-year reductions in complaint volumes, complaint numbers in some service categories had begun to rise recently – signalling the need for industry to redouble its efforts around customer service and complaint handling.

“Complaints relating to NBN-based services have risen of late as the pace of the network rollout has rapidly accelerated.

“It is pleasing, however, that the rate of growth in these complaints is slower than the rate of growth of active services on NBN-based networks – meaning that proportionally, the complaint volumes are actually falling.

“Industry members within Communications Alliance have already produced a comprehensive guidance note that documents for all stakeholders the processes needed to authorise, validate and complete the migration of legacy services over to the NBN.

“This guidance – now being turned into an Industry Guideline - is making it easier to ensure that coordination among multiple players can occur, to provide a relatively seamless migration experience in almost all cases.

“There is no doubt that moving large numbers of customers across networks is a complex and potentially disruptive process, but all industry players are committed to achieving further improvements and to making the process as simple as possible for consumers,” Mr Stanton said.

Comms Essentials – Artificial Intelligence

Wednesday 7th December 2016


This Communications Alliance Comms Essentials seminar will focus on the future of Artificial Intelligence and the opportunities and challenges that come with it.

With 5G on our doorstep, the Internet of Things growing at a rapid pace and vastly improved predictive analytics capabilities, artificial intelligence (AI) is no longer just the brain child of the creators of science fiction movies but is becoming a reality that will fundamentally change the world that we live in. AI engines are already guiding customer interaction processes in leading companies. Driverless cars and robots are much talked about examples of AI but are likely to be only the tip of the iceberg. Legal and ethical questions will also need to be part of the AI picture and require careful analysis and early development of frameworks to allow societies to harness the full potential of AI while ensuring that fundamental value systems remain intact.

Who should attend:

Communications Alliance members and other stakeholders


"The future of Artificial Intelligence”
Speaker: Shara Evans, Founder and CEO, Market Clarity

“Artificial Intelligence – what does it mean for telecommunications network operators?”
Speaker: Prof Hugh Bradlow, President, Australian Academy of Technology and Engineering (ATSE) and Chief Scientist, Telstra

Artificial Intelligence – Legal Implications & Challenges
Speaker: Patrick Fair, Partner, Baker & McKenzie

Facilitator: John Stanton, CEO, Communications Alliance

When:         Wednesday, 7th December 2016, 9:30am to 12:00pm
Where:        Sydney - Baker & McKenzie, Level 27, AMP Centre, 50 Bridge Street, Sydney
                    Melbourne - Baker & McKenzie, Level 19, 181 William Street, Melbourne is a video link to Sydney
Register:    Here

We welcome your feedback on our newsletter.

Tel: (61) 2 9959 9111