Telcos not meeting user expectations

By Ross McInnes, QDO Vice-President

Credit: Fairfax media

Credit: Fairfax media

I certainly hope that Minister for Communications Senator Mitch Fifield, Telstra Chair John Mullen and Telstra CEO Andrew Penn had a wonderful Christmas with family and friends.

And I am quite sure if they were near a shop, they would have been able to buy fresh milk anytime, anywhere. It is this strong and reliable relationship between dairy industry and consumers that continues to deliver upon the community’s expectation that fresh milk always be available.

After the 2011 floods milk was in short supply in many shops due to the very real physical barriers present during the disaster. This shortage fuelled competition for product that the community was not used to having in scant supply.

Given our increasing reliance on smart phones telecommunications technologies, there has developed a similar expectation from consumers for this product to be available every minute of every day.

For most of December, everyone in my region (The Scenic Rim) using their mobiles turned into a running joke as to how many minutes before the phone cut out. I personally had one day when the phone cut out 22 times making 4 phone calls.

After talking to my telco I was assured that the problem would probably be fixed within 3-5 working days. Taking into consideration the holidays and weekends during the festive season it had the potential to blow out to 12 days before the issue was fixed!

I wonder what the reaction would be if there was a breakdown in the dairy supply chain and farmers and processors said, we will rectify the problem in 3-5 working days? The consumers rightly would be absolutely livid.

So, is it fair and reasonable to accept this level of services from the telecommunications sector when there is clear expectation from consumers for a 24/7 service, just like milk.

I am sure that while Messer’s Fifield, Mullen and Penn were all able to enjoy fresh milk for their coffee each morning. It’s just a pity that everyone in my region had their expectations let down through the “call failure” screen on repeat.