ACMA warns telcos over complaints handling


By Dylan Bushell-Embling
Thursday, 07 March, 2019


ACMA warns telcos over complaints handling

The Australian Communications and Media Authority (ACMA) issued warnings to 31 providers of telecommunications services during the fourth quarter as part of a review into compliance with the regulator's new complaints handling standard.

ACMA's quarterly report into action on telecommunications safeguards reveals that the regulator completed 38 compliance investigations during the December quarter.

As a result of the investigation, four operators — Australia Broadband, Flip TV, OzTalk Communications and Simply NBN — were given remedial directions to comply with the standard. A further 26 telcos were given formal warnings.

Of the remaining seven companies, three were found to have contravened the standard but ACMA decided against enforcement action, while the remaining four were not in breach of the rules.

The list of telcos issued a formal warning comprises ACN Pacific, Amnet Broadband, Astron Communication and Information Services, Aussie Broadband, Australian Phone and Internet, Australian Private Networks, BVivid, Dodo Services, Engin, Exetel, Foxtel Management, Fuzenet, iiNet, Intelico, Internode, M2 Commander, My Net Fone Australia, MyRepublic, Optus, Primus Telecommunications, SpinTel, Tangerine Telecom, Telstra, TPG Internet, Vividwireless, Vodafone Hutchison Australia and WestNet.

During the quarter, ACMA also conducted an audit into 25 providers’ compliance with the minimum requirements of the new NBN Consumer Information Standard governing what must be included in key facts sheets and advertising.

Preliminary findings have uncovered a range of issues, including key facts sheets not being clear, accurate or up-to-date, nbn service plans being listed without advising speed tiers, and failing to include definitions of the standard speed labels used for their various tiers.

No provider was found to be fully compliant with the minimum requirements. The top category of compliance issue was a failure to advertise peak hour speeds and times, with 16 providers found not to meet the requirement.

Image credit: ©stock.adobe.com/au/Syda Productions

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