20 September 2019
The Australian Communications and Media Authority (ACMA) has taken action against Sydney-based telco Infinity Telecom for breaching industry rules requiring them to have mandatory information for consumers available on their website.
The ACMA has issued a remedial direction to the telco to amend its website following an investigation that found it lacked required information on NBN plans, financial hardship assistance and complaints handling.
Telcos face fines of up to $10 million if they fail to carry out the requirements of a remedial direction.
ACMA Authority member Fiona Cameron said this action should serve as a warning across the industry.
'Just because you aren’t a big provider, doesn’t mean you don’t have to take your obligations seriously,' Ms Cameron said.
'These consumer safeguards are there to protect the community and all telcos need to play by the rules, irrespective of the size of the business.'
The ACMA was particularly concerned Infinity Telecom had failed to comply with rules requiring it to make available to consumers online a Financial Hardship Policy and summaries of the key details of plans.
'It is critical that vulnerable customers experiencing financial hardship are aware of their options,' Ms Cameron said.
The investigation also found Infinity Telecom failed to:
- provide summarised information about typical busy period speeds, online usage levels and technical limitations for NBN plans
- have a complaints handling process on its website.
'It is unacceptable that any telco neglects to give basic information to consumers to help them choose the right service or make a complaint,' Ms Cameron said.
The ACMA opened its investigation into Infinity Telecom following a referral from the Telecommunications Industry Ombudsman.
This is the eighth time this year that the ACMA has taken enforcement action against a telco for breaching the Consumer Information Standard.
For more information, please contact ACMA Media on 0438 375 776 or email@example.com.