The ACMA has directed Southern Phone Company Ltd to comply with consumer protection rules following an investigation that found not all sales representatives at the company had been trained to sell in a fair, transparent, responsible and accurate manner.
Southern Phone reported to the ACMA that between October 2019 and September 2020 only 57% of its sales staff had completed mandatory ‘Don’t take advantage of the Disadvantaged’ training based on ACCC guidelines in place at the time.
The ACMA investigation was opened following an audit of telcos’ dealings with disadvantaged and vulnerable consumers.
To meet the requirements of the Telecommunications Consumer Protections Code, sales staff must be formally trained before they start selling to customers, including customers who are experiencing disadvantage or are in vulnerable circumstances.
If Southern Phone does not comply with the direction, the ACMA may apply to the Federal Court for pecuniary penalties for $250,000 for each contravention.