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J2 Net warned over complaints handling processes

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The Australian Communications and Media Authority (ACMA) has issued a formal warning to Sydney-based telco J2 Net, after finding its documented complaints handling process did not comply with minimum standards.

In August 2020, the ACMA investigated J2 Net to assess its compliance with telco rules, which are designed to provide an appropriate complaints handling process for consumers.

The ACMA investigation found J2 Net’s written complaints handling process did not provide clear timeframes for each step of the complaint process, or set out when a consumer can make a complaint.

The document also indicated that J2 Net’s complaints handling process may not be free of charge in all instances.

The investigation found J2 Net in breach of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Under the Standard, telco complaints handling processes must specify timeframes for processing and resolving complaints. They must also have procedures for prioritising or escalating complaints, and be free of charge for consumers.

To learn more about your rights as a telco consumer, visit the ACMA website.

You can also read the full investigation report into J2 Net here.

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