ACMA intervenes after iTalkBB code breaches

Monday, 13 November, 2017

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iTalkBB Australia has been found to be in breach of direct debit, complaints-handling and record-keeping rules in the TCP code.

As a consequence, the company has been formally directed by the ACMA to comply with the Telecommunications Consumer Protections (TCP) Code 2015.

These rules require that telcos offering direct debit as a payment facility must obtain customer authorisation and comply with that authorisation. Customers must be given at least 10 working days to check their bill before the associated direct debit transaction takes place. Telcos must also document and make available their complaints-handling processes.

iTalkBB Australia failed to give customers 10 working days to check their bill on 43 occasions and did not obtain correct direct debit authorisations from two customers. It also failed to keep records for three complainants and did not document or make available its complaints-handling process.

“Customers should have confidence that their telco will abide by rules designed to protect consumers,” said ACMA Chair Nerida O’Loughlin.

“This direction sends a strong message to iTalkBB Australia that it is time it took code compliance far more seriously to deliver better outcomes for its customers.”

This is the second time in under three years that the ACMA has taken enforcement action against iTalkBB Australia for breaches of the TCP Code. The ACMA can commence proceedings in the Federal Court seeking a pecuniary penalty from a provider that breaches a formal direction.

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