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“Consumer complaint levels in the telecommunications industry are far too high and poor customer care (both directly and indirectly) drives many consumers to complain. Poor performance in these areas imposes real and significant costs on consumers. It also imposes unnecessary costs on industry. In contrast to their dissatisfaction with customer service, consumers are generally satisfied with the quality and service reliability of the communications services themselves. They are increasingly...

Any country wanting to embark on a National Broadband Network (NBN) project would be well advised to take a close look at the Australian experience - and learn from it. Even though the story is not complete the book should be a best-seller. Governments have traditionally had to front the large capital projects to build roads, railways, dams, power stations, pipelines and power grids and in the past they did the same for telecommunications networks. It has become quite a trend over the last forty...