The Telecommunications Industry Ombudsman (TIO) claims to have received a number of complaints from customers about Telstra's new voice recognition service.
-Some people with accents find the service difficult to use, which could be in breach of the discrimination Act," a TIO spokesperson said.
Furthermore, users with speech impediments have complained that the service asks them to repeat the query, telling them to -speak clearly".
-This can be quite offensive, we believe it could breach the disability discrimination Act."
The TIO, however, is unable to follow up on customer complaints concerning the interactive voice service as it falls outside the TIO's jurisdiction.
Out of 350 million calls to directory assistance every year, Telstra said it has designed the service to manage just 10 to 15 percent of calls through the voice recognition technology. The telco has a database of 2000 most frequently requested numbers, which the computer recognises.
All other requests are forwarded to an operator for a more personalised touch.
Telstra spokesperson Anne Marie Bennett told ZDNet that the telco is always looking at ways of improving its voice technology, such as upgrading the database selection with various ways an individual can pronounce a word.
-It's a new technology which is slowly improving, it's a gradual process," Bennett said.
Furthermore, Bennett said individuals with speech impediments have the option of using Telstra's disability help line.
The TIO has also received complaints concerning the services higher-priced option, which enables callers to bypass the computer and speak to an operator immediately.
-When customers call the standard directory assistance number, they are made to wait until the voice system has had the opportunity to supply the number," the spokesperson said.
-Some consumers believe that as they are being made to wait, they are being discriminated against," Bennett added.
Voice recognition technology is also being implemented by many other services in Australia such as taxi companies, banks and cinemas.
Capitalising on bad service.
Telstra's customer support is reputed to be terrible.
Now Telstra comes up with a new get rich quick scheme where they offer two types of service.
One where you wait for ages in a queue and another one where you don't have to wait for ages in exchange for more money.
It looks like the monopolist gets away with the tactic of providing bad service and charging a premium for a slightly less offensive level of service.