An influx of more than 300 computer sales related complaints to the Australian Competition and Consumer Commission over the past year has prompted an industry summit in Melbourne next month.
"The ACCC is not alone in a massive upsurge of consumer dissatisfaction about computer sales and service," Acting ACCC Chairman, Mr Allan Asher, said today.
"There is also a damning report by the NSW Fair Trading Advisory Council that identified a massive 264 per cent increase in the levels of complaints in NSW about the computer retail sector in 1997/98," he said. "The complaints had two broad categories: non-delivery of pre-paid or partly paid equipment and poor computer product performance and service delivery.
"They indicate that consumers novice or otherwise may not be getting a fair go from the industry.
"And another report by Brian Sweeney of Brian Sweeney and Associates found that 90 per cent of consumers surveyed believed that there should be greater industry regulation.
"The industry must recognise that it must take responsibility for the problems encountered by consumers and weed out any cowboys ruining the good reputation of a solid industry."
The summit is being organised by the Society of Consumer Affairs Professionals in Business and sponsored by the ACCC and also the Victorian Office of Fair Trading and Business Affairs and will be held on Tuesday 30 March and Wednesday 31 March at the Hotel Sofitel, Melbourne.
"The summit will identify the industry's problems from the consumer, regulators and business sectors view and examine case studies of good practice by the industry and how consumers can be helped to navigate computer purchases and follow-up, Mr Asher said. "Speakers will include Dr Paul Gardner, European Director, Service Channels, Compaq Computer Corporation, UK; Mr Phil Marchioni, chair of the NSW computer inquiry; and Mr Peter Upton, executive director, Australian Information Industry Association.
"I am confident the summit will come up with much food for thought and practical answers and urge the industry to support it and the outcomes it will produce or risk regulatory intervention. Australians are enthusiastic users of technology and have a right to expect high standards in this industry."
