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ACMA warns Lycamobile over complaints handling standard breach


The ACMA has issued Lycamobile Pty Ltd with a formal warning for failing to publish its complaints handling process on its website.

Under telco regulation all telcos in Australia must establish and publish a written process for dealing with consumer complaints.

An ACMA investigation found Lycamobile failed to have its complaints handling process on its website for a period of eight months between January and September 2022, putting Lycamobile in breach of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Lycamobile has now published its complaints handling process as required.

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

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