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Exetel pays $12,600 for failing to deliver information on complaints

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Australian internet service provider, Exetel Pty Ltd has paid a $12,600 infringement notice issued by the Australian Communications and Media Authority (ACMA) for failing to lodge complaints reports on time.

An ACMA investigation found Exetel failed to lodge complaints information to the ACMA on multiple occasions, as required under the Telecommunications (Consumer Complaints) Record-Keeping Rules, by the required due date.

“The ACMA relies on complaint data to understand the current issues facing Australian consumers with all their telecommunications services,” ACMA Chair Nerida O’Loughlin said.

“This infringement notice serves as a warning to Exetel and other service providers that the ACMA takes compliance with the reporting requirements seriously. We will take appropriate action if companies do not comply with the rules.”

The ACMA investigation found Exetel contravened the ACMA’s record keeping rules on three occasions and issued the infringement notice in relation to one of these breaches.

Large and medium tier telcos must report complaints information quarterly to the ACMA within
30 days of the end of each quarter.

The ACMA has been actively monitoring compliance with the record-keeping rules. In October, the ACMA used its powers to require Optus to obtain an external audit of its compliance with the rules.

Where companies are found in breach of the Telecommunications (Consumer Complaints) Record-Keeping Rules, the ACMA may commence court proceedings seeking remedies such as injunctions and civil penalties of up to $10 million.

MR 46/2019

For more information, please contact ACMA Media on 0438 375 776 or media@acma.gov.au.

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