5 August 2019
The Australian Communications and Media Authority (ACMA) has issued its first infringement notices under rules designed to ensure telcos provide consumers with adequate information about their National Broadband Network (NBN) services.
Following investigations, Activ8me, Aussie Broadband, Flip TV, Hello Broadband, Mate Communicate, My Net Fone and Telechoice paid a total of $88,200 for failing to comply with the Telecommunications (NBN Consumer Information) Industry Standard 2018 which came into effect in September 2018.
ACMA Authority Member Fiona Cameron said 'Our Standard requires telcos to provide clear and meaningful information about their NBN plans in one-page key facts sheet and in their advertising.'
'Failing to give consumers clear and honest information about NBN plans is unacceptable and can lead to misleading conduct as recently highlighted by the recent Telecommunications Industry Ombudsman’s report.
'Telcos need to provide information that will assist consumers to choose an NBN plan that suits their needs and if they don’t they will be held to account.
'These financial penalties send a strong message to telcos that they need to comply with the rules,' she said.
The Standard forms part of a broader suite of rules made by the ACMA in 2018 to significantly improve consumers’ experiences when migrating to the NBN.
'Ensuring compliance with the rules helping consumers moving to the NBN is a priority for the ACMA in 2019-20 and today’s infringement notices demonstrate that they will be enforced,' Ms Cameron said.
'Telcos have had ample time to familiarise themselves and ensure compliance with the NBN rules.
'Failure to comply in this late stage of the NBN rollout is not acceptable and warranted stronger action.'