ACMA takes action against Infinity Telecom

ACMA is taking enforcement action against Sydney-based Infinity Telecom for breaching industry rules requiring it to have mandatory consumer information about nbn plans available on its website.

An investigation into the telco found Infinity Telecom to be in breach of multiple consumer safeguards including the ACMA Complaints Handling Standard and Consumer Information Standard, and the Telecommunications Consumer Protection (TCP) Code.

The company was found to be lacking required information on nbn plans on its website, including the mandatory one-page key facts sheet providing information on typical busy period speeds and technical limitations of nbn plans.

Infinity Telecom was also found to have failed to comply with rules requiring it to develop and publish a financial hardship policy for consumers, and to be lacking a complaints handling process on its website.

The regulator has issued a remedial direction requiring Infinity Telecom to amend its website to add the required information to its website, and to establish a complaints handling process that meets the minimum regulated requirements.

ACMA Authority member Fiona Cameron commented that the action should serve as a warning to the industry that a company’s size does not impact their requirements to compel with regulations.

“Just because you aren’t a big provider, doesn’t mean you don’t have to take your obligations seriously,” she said.

“These consumer safeguards are there to protect the community and all telcos need to play by the rules, irrespective of the size of the business.”

The industry-funded independent Telecommunications Industry Ombudsman has welcomed the enforcement action by ACMA.

“The ACMA Standards and the TCP Code set out obligations providers need to meet and apply to all providers, whether they are big or small,” Ombudsman Judi Jones said.

“The ACMA Standards and the TCP code are important safeguards for consumers to make informed decisions about telco products and services, knowing their rights about making a complaint or seeking financial hardship assistance.”

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