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Here in Australia the ACCC (Australian Competition & Consumer Commission) has suggested tasking the TIO (Telecommunications Industry Ombudsman) with digital pla
by chillfox 7y ago
Here in Australia the ACCC (Australian Competition & Consumer Commission) has suggested tasking the TIO (Telecommunications Industry Ombudsman) with digital platforms.
Basically the way the TIO works like this:
1. The customer must first go through normal support until they get stuck.
2. The TIO sends the Company a nice letter requesting that they get their act together.
3. The Company then has 10 days to fix the issue or the TIO will escalate.
4. Either the problem got solved or the TIO keeps nagging until it is.
Every time the TIO has to mail the company it also charges the company for having to get involved.
level 1: $31
level 2: $260
level 3: $475
level 4: $2250
If an issue gets to the end then the TIO can direct companies to implement solutions costing up to $50,000.
This process heavily incentivises companies to actually provide functional support. I don't think your idea of charging the customer $20 to get help with support would achieve anything.