All Telecom employees were in this comfort zone, Australia wide, for years. No matter what they did, or did not do, they were totally protected by the Telecom juganaught.
Telecom had no reason to attract customers or provide customer service. Consumers could go nowhere else!
Now, with consumers having choice of service providers, the attitude of employees towards customers has changed significantly.
The above example of the down-side of a captive market, relates to the product and service being electronic equipment.
Whereas, similar captive market down-side still exists for people with intellectual or multiple disabilities. Still treated as of less value than electronic equipment!
They have no choice of service provider, no effective complaints process, and with support staff having far more rights than they or their families, and staff safe employment protected by the DHS juganaught
It is little wonder, families are looking for ISPs to SDA – DIY. Where families can employ their own staff, they can set, monitor and maintain staff work value to reflect quality of life care, rather than minder care.
Nevertheless, it is encouraging to see one of the DHS regions actively, from staff level, addressing the need to provide meaningful customer service. More on this later.