The ACMA has issued a formal warning to Melbourne-based phone services company Cutting Edge Cloud Solutions Pty Ltd for failing to join the Telecommunications Industry Ombudsman (TIO) scheme.
The TIO scheme is an independent dispute-resolution service for customers with an unresolved complaint about their phone or internet service.
Cutting Edge was obligated to join the TIO scheme from 1 June 2020 at the latest, but only joined on 23 December 2020.
By failing to sign up, Cutting Edge was denying its customers proper access to dispute resolution avenues.
Telcos that fail to comply with their obligations under the TIO scheme can expect the ACMA to take action.
The ACMA encourages people who are thinking of switching providers to check the new provider is a member of the TIO scheme.