Peer to Peer – More than just piracy
The increasing use of peer to peer software is creating more than just a piracy problem. The use of UDP by P2P can generate new network management and legal issues for ISPs.
Managing your SFoA summary delivery
Some CSPs do it well, and many fail to do it at all. A copy of your Standard Form of Agreement summary has to be given to customers at the start of the contract, and then a short reminder each two years.
Are you compliant ? Can you prove it ?
Here are some hints for getting it right.
The coming IP address drought, in plain english
The internet is running out of space. Not disk space or the data transfer capacity they call bandwidth – - we’re growing those handsomely. It’s desperately short on IP addresses, the unique numbers that allow computers to identify themselves on the network.
In my weekly Hands On column in the Australian Financial Review, I explained the problem for non-technical business readers.
It’s all about the main message, stoopid
Time and again ISPs and telcos pump out advertisements that upset the ACCC and other regulators. Time and again the advertisers are astonished that anyone could be unhappy about their adverts.
It’s time the industry learned about the ‘main message’ rule.
ACCC sues premium service provider
It’s up to the Federal Court to decide on the ACCC’s recently filed legal action against premium service provider TMG Asia Pacific Pty Ltd.
I can only say that I’m pleased that this area of the telco industry is coming under the spotlight. It’s a disgrace that so many dodgy operators get away with so much. And a disgrace that the mobile network operators haven’t done whatever it takes to rein them in.
I’ll be following this case as it develops in court.
Bundling ruled illegal !
Do we have your attention ? The Federal Court of Australia has ruled that a product bundling arrangement is illegal under the Trade Practices Act 1974.
Before you panic, you need to understand that the decision was based on a pretty special set of facts that would rarely occur in the telecoms industry. The reason we’re talking about the case is to show you that it can happen, and how.
Unfair contract terms: A better balance ahead
Several legal jurisdictions worldwide have passed laws against unfair contract terms in recent years. Victoria is among them and New South Wales looked set to adopt a similar law.
The Federal Productivity Commission has now recommended a national approach to the topic and the Ministerial Council on Consumer Affairs has decided to run with it. Interestingly, it prefers a different model to the one now operating in Victoria.
Why the different approach ? I think the Commission’s report accurately assesses a risk in the Victorian model.
TIO – Tricks of the trade
Dealing with the Telecommunications Industry Ombudsman (‘TIO’) can be a long and arduous task, but it doesn’t have to be. With the right approach you can achieve successful outcomes.
As the telco industry well knows, customers will regularly contact the TIO hoping to use the system to their advantage, whether it be getting out of a fixed term contract, or trying to avoid paying excess charges. The biggest mistake Telcos and ISPs make with the TIO is not dealing with the complaint in a proper and systematic way.
In this two part series you will learn how to better deal with TIO complaints, and how you can achieve better outcomes. In this part 1, we are going to look at the basic questions in dealing with TIO complaints.
Uniform consumer protection laws announced
The national Ministerial Council on Consumer Affairs has announced in-principle but detailed agreement for a consistent national consumer protection law.
The Council is made up of Federal and State Ministers responsible for consumer affairs and describes the changes – expected to be fully in place by 2011 – as ‘far-reaching consumer policy reform’.
Outsourced – the movie
A Delhi-based client of ours told us about Outsourced, a funny, gentle comedy about, yes, outsourcing telemarketing to India. It’s a rare piece of American cultural sensitivity, and as our client said, ‘We’re all in it !’
It’s the story of Todd Anderson (Josh Hamilton) who manages outbound for a US mail order outfit that specialises, sorry, specializes in very cheesey American-themed novelty items. He gets bad news and worse.
The bad news is that his call centre is being shut down and outsourced to India. The worse is that he’s been assigned to India to train his replacement.