Telecommunications services provider iTalkBB Australia has been formally directed to comply with the Telecommunications Consumer Protections (TCP) Code 2015 ] by the Australian Communications and Media Authority.
The direction follows an ACMA investigation that found iTalkBB Australia had breached direct debit, complaints-handling and record-keeping rules in the TCP Code.
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 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.
More information about the TCP Code and the ACMA’s compliance priorities is available here.
For more information, please contact: Emma Rossi, Media Manager, (02) 9334 7719, 0434 652 063 or firstname.lastname@example.org.
Media release 39/2017 - 10 November