Telstra Banishes Parliamentarians' Complaints in Retaliation for ACCC Directives

http://www.smh.com.au/news/national/...414305862.html

THE scrapping of a service enabling MPs to directly pass on complaints about
Telstra has angered the federal Minister for Education, Julie Bishop.

The system allowed constituents frustrated with Telstra's complaints system
to contact their MPs, who had special access to a consultant.

However, a recent email sent to Ms Bishop and other MPs said this service
was no longer available for anything other than "urgent ministerial
inquiries".

For more routine complaints, MPs are advised to "ensure the inquiry is from
a Telstra customer".

"Please ask your constituent to call one of the following numbers to have
their issue managed directly by Telstra staff," the email says.

It lists a range of numbers with the 13 prefix. The email was sent to all
West Australian MPs, but the change has been made nationally.

Ms Bishop said the service had been invaluable for dealing with MPs whose
gripes ranged from mobile phone black spots to poor broadband service. "It's
been a constant source of support. We relied on it," Ms Bishop said.

But a Telstra spokesman said the previous system stemmed from the days when
the Government either wholly or part-owned Telstra. The Government sold most
of its remaining shares last year.

"When Telstra was government-owned, many constituents went to their MPs
rather than Telstra," the spokesman said. "Since the Government sold its
remaining shares, we have encouraged our customers to come to Telstra. We
think it's preferable they come to us rather than their local MP."

A Telstra official said the complaints service had vastly improved and going
through an MP only wasted time because most complaints could be directly
resolved by Telstra itself.



--
Posted via a free Usenet account from http://www.teranews.com

> THE scrapping of a service enabling MPs to directly pass on complaints
> about Telstra has angered the federal Minister for Education, Julie
> Bishop.
>
> The system allowed constituents frustrated with Telstra's complaints
> system to contact their MPs, who had special access to a consultant.
>
> However, a recent email sent to Ms Bishop and other MPs said this service
> was no longer available for anything other than "urgent ministerial
> inquiries".
>
> For more routine complaints, MPs are advised to "ensure the inquiry is
> from a Telstra customer".
>
> "Please ask your constituent to call one of the following numbers to have
> their issue managed directly by Telstra staff," the email says.

Long overdue.

Complaints lodged via the MPs office should not have any special priority.

They can use Telstra's normal complaint management processes. They work fine

"Michael J" <michael@yahoo.com> wrote in message
news:AbNbi.13192$wH4.10823@news-server.bigpond.net.au...
>
> Complaints lodged via the MPs office should not have any special priority.
>
> They can use Telstra's normal complaint management processes. They work
> fine
>
>

The MPs will just write letters to S. Trujillo sent by registered post now.



--
Posted via a free Usenet account from http://www.teranews.com

"thegoons" <thegoons@bigpond.com> wrote in message
news:46714d54$0$27235$88260bb3@free.teranews.com.. .
>
> "Michael J" <michael@yahoo.com> wrote in message
> news:AbNbi.13192$wH4.10823@news-server.bigpond.net.au...
>>
>> Complaints lodged via the MPs office should not have any special
>> priority.
>>
>> They can use Telstra's normal complaint management processes. They work
>> fine
>>
>>
>
> The MPs will just write letters to S. Trujillo sent by registered post
> now.

And that fine, they just get sent to the OCEO and entered into Questus like
any other complaint

"thegoons" <thegoons@bigpond.com> writes:

>http://www.smh.com.au/news/national/...414305862.html

>THE scrapping of a service enabling MPs to directly pass on complaints about
>Telstra has angered the federal Minister for Education, Julie Bishop.

>The system allowed constituents frustrated with Telstra's complaints system
>to contact their MPs, who had special access to a consultant.

>However, a recent email sent to Ms Bishop and other MPs said this service
>was no longer available for anything other than "urgent ministerial
>inquiries".

>For more routine complaints, MPs are advised to "ensure the inquiry is from
>a Telstra customer".

>"Please ask your constituent to call one of the following numbers to have
>their issue managed directly by Telstra staff," the email says.

>It lists a range of numbers with the 13 prefix. The email was sent to all
>West Australian MPs, but the change has been made nationally.

>Ms Bishop said the service had been invaluable for dealing with MPs whose
>gripes ranged from mobile phone black spots to poor broadband service. "It's
>been a constant source of support. We relied on it," Ms Bishop said.

>But a Telstra spokesman said the previous system stemmed from the days when
>the Government either wholly or part-owned Telstra. The Government sold most
>of its remaining shares last year.

>"When Telstra was government-owned, many constituents went to their MPs
>rather than Telstra," the spokesman said. "Since the Government sold its
>remaining shares, we have encouraged our customers to come to Telstra. We
>think it's preferable they come to us rather than their local MP."

>A Telstra official said the complaints service had vastly improved and going
>through an MP only wasted time because most complaints could be directly
>resolved by Telstra itself.

After sitting through a canned sales pitch!

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