Carriage service providers (CSPs) have an obligation to provide accurate and timely customer information to the Integrated Public Number Database (IPND).
As part of our approach to promoting compliance, each year we identify industry sectors or particular issues for regulatory focus as our priority compliance areas (PCAs).
In 2017–18, we are focusing on three compliance areas relating to the IPND:
data provision issues identified in new IPND reports
CSPs providing telephone services over the National Broadband Network (NBN)
audit of the IPND.
PCA 1. Data provision issues identified with new IPND reports
The ACMA commissioned reports from the IPND, which revealed potential compliance issues such as missing or invalid numbers in the IPND. The reports also showed the date each CSP last uploaded data to the IPND.
In 2017–18, we will further educate CSPs about their obligations to provide accurate and timely customer data to the IPND, and engage directly with CSPs where anomalies are found through these new reports.
We will work with the relevant CSPs and the IPND Manager to correct identified errors. We may also investigate where there is evidence of serious or systemic non-compliance. Where breaches are found, a range of enforcement actions including formal warnings and remedial directions can be used.
PCA 2. CSPs providing telephone services over the NBN
Feedback from data users suggests IPND data quality issues are becoming more evident as the number of premises connected to the NBN increases. There is also a lack of visibility about whether some NBN retail service providers (RSPs) are complying with their IPND obligations, given another entity may be providing customer data to the IPND on that RSP’s behalf.
To address this, we will contact NBN RSPs to promote awareness about the obligation to provide accurate and timely customer data to the IPND.
Using a sample of NBN RSPs, we will assess whether they ensure the IPND Manager receives the required customer data, and review the accuracy and completeness of their IPND records.
This work will be undertaken as an investigation under Part 26 of the Telecommunications Act 1997, using the ACMA’s formal information gathering powers.
PCA 3. IPND audit
A complete audit of the accuracy of the records contained in the IPND is scheduled for May 2018. It has been eight years since the last audit in 2009 and many new data providers have commenced uploading data to the IPND in this time.
All IPND records will be examined for their accuracy and completeness, with the aim of eliminating identified errors, minimising the generation of new errors and measuring improvement (or deterioration) in accuracy.
Prior to the audit, we will consult with data providers about the audit arrangements and proposed methodology, including industry-wide quality benchmarks.
How are our priority compliance areas selected?
Our PCAs are decided with reference to regular reports extracted from the IPND, consumer and data user quality complaints, and intelligence from key stakeholders, including data providers, data users and the IPND Manager.
Our compliance and enforcement work is not necessarily limited to these three areas—we’ll also respond to other issues to ensure that serious or systemic compliance issues are dealt with promptly.
What are we doing about the priority areas?
For each PCA, we undertake targeted education, compliance and enforcement action, including:
educating relevant CSPs about IPND compliance obligations
working with CSPs and the IPND Manager to support greater compliance and improve understanding about the rules
taking compliance and enforcement action in response to potential breaches of the rules.
More about the rules
If you would like to know more about the IPND rules, see the IPND checklist for CSPs or if you would like to lodge a complaint or enquiry, you can email us at IPND@acma.gov.au.