Attention providers—do your transfer procedures stack up?
We’re currently undertaking a multi-provider review of compliance with the provisions of Chapter 7 of the Telecommunications Consumer Protections Code.
The review is focusing on whether providers are giving accurate and adequate information about transfers, and obtaining informed consent from consumers.
One of the requirements of Chapter 7 is for providers to inform consumers—before initiating a transfer—that they may have to pay a penalty or cancellation fee to their existing supplier, and there may be other consequences if they end their current contract early. This ‘reminder’ is an important protection—consumers can be significantly out of pocket if early termination fees are greater than the savings gained from switching providers.
The ACMA’s review is ongoing and we will follow up any issues of concern with individual providers.