Mendelson Tiu

Telstra will now allow users to combine email, voicemail, picture messaging, SMS, and multimedia communications in one online and mobile service.

Called MyConnect, this new service aims to break down the traditional barriers between multiple messaging systems, allowing users to manage their phone messages and emails from any mobile phone or online.

Group Managing Director, Telstra Consumer, David Moffatt said, “With MyConnect, customers have access to a truly integrated mobile and online messaging system. Sending email on your Next G mobile phone is now as simple as sending an SMS – using a single messaging folder for easy access.”

“When a customer receives a picture message on their mobile phone and they are sitting at their PC using the internet, they can view the message on their computer screen in MyInbox. Similarly, if they’re out and about, they can still receive important emails on their Next G handset,” he added.

MyConnect includes three new integrated services:

• MyInbox – an online message, contact and calendar management centre where customers can access email, picture messaging, voicemail and videomail as well as send SMS, MMS and email – no subscription costs and access included in your Telstra or BigPond membership/plans.
• MyEmail – provides access to up to five existing email accounts plus alerts of incoming mail on compatible Telstra Next G mobile handsets – $7 per month.
• MySync – automatic daily backup of contacts from compatible Next G mobiles to a secure on-line website, and synchronisation with MyInbox – just $3 per month.

MyConnect hosts all your MyInbox and other synchronised information in an online server, kept secure on Telstra’s networks.

It is available now for Telstra Next G, BigPond and Telstra.com customers.

See: www.telstra.com

While ACMA has received over 120 submissions to its Reconnecting the Customer inquiry, it believes that response from the industry falls short of what has been expected.ACMA Chairman’s Chris Chapman said, “There has been a healthy response from members of the public and consumer representatives. But frankly the response from industry falls short of what we had expected, given the early positive signals from industry chief executives.”

“Too many of the submissions were little more than reiterations of the current self-regulatory framework and cautioned against any regulatory intervention. I was surprised the telcos did not come up with more constructive solutions to issues they admit are major problems,” added Chapman.

Telstra said in its submission that while it believes that customer service is a key differentiator in a competitive market, it “does not believe the current challenges impacting customer service and complaint handling warrant regulatory intervention.”

“While acknowledging that further improvement is required, Telstra believes it has taken significant steps during the past 18 months to identify key areas of customer dissatisfaction, and taken action to improve the standard of customer service and compliant handling,” said the company.

VHA said that transition to new services and technologies may lead to increased complaints. For example, the company has a measure in place to manage the incidence of bill shock and prevent it from reoccurring. However, the introduction of new technologies may increase in increase number ‘complaints’. VHA has received a number of complaints during the iPhone 4 launch and feels that customers were using the complaints process as a ‘means to upgrade their mobile for free to the iPhone 4.’

“VHA considers that these anomalous peak complaint times include some calls which are not genuine complaints. This fact should be taken into consideration when reviewing the statistics.”

Finally, Optus’s submission said that while all is not perfect in the telecommunications industry, it believes that the “existing regulatory regime is sufficiently flexible to address areas of concern; that appropriate consumer safeguards are already in place; that the competition-driven regulatory framework is undoubtedly delivering enormous benefits to Australian consumers and the broader economy; and that service providers are actively working on delivering improved customer care to their customers.” 

The Franchise Entertainment Group announced that its 320 Blockbuster stores achieved 3.5 per cent rental business growth in the 2009 calendar year.The company said that while the US Based Blockbuster International Incorporated has a poor financial reporting, it had no bearing on Blockbuster’s Australian stores. It also found its growth ‘encouraging particularly at a time when household budgets were under significant pressure.’

Franchise Entertainment Group’s Managing Director, Paul Uniacke said, “Blockbuster Australia continues to deliver strong revenue from its millions of loyal home rental customers. The brand is well placed and continues to invest, innovate and grow in 2010.”

“Blockbuster will be making some exciting announcements in the second quarter on how it will take home entrainment to the next level, delivering a wider range of choice and greater value to our customers,” added Uniacke.

The Blockbuster brand in Australia is owned and managed under a 10-year licensing agreement with FEG. It is the franchisor of Blockbuster, EzyDVD and Video Ezy franchises, representing over 900 entertainment retail and rental businesses across Australia and New Zealand.