Some shoppers who purchased in-store from telcos were not asked a single question about their ability to pay for their phone plans.
A new report by the Australian Communications and Media Authority that involved a "shadow shop" by consumers shows telco companies need to do more to assess individual customer financial situations before signing them up for new phone plans.
While overall ACMA says telcos are making progress in implementing the strengthened consumer protection measures, the shadow shop conducted on behalf of ACMA revealed there is still a need for improvement of their in-store sign-up practices.Most of the group of shadow shoppers – real consumers – bought new mobile phones and plans from one of the big three telcos – Telstra, Optus and Vodafone.
Although those buying online or over the phone were asked about their capacity to pay, some were asked only if they were working and, if so, whether they were part-time or permanently employed. That information does not reveal much, as they could be working on an unpaid voluntary basis or be on a low income.
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