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SkyMesh directed to comply with consumer information rules


The ACMA has directed Brisbane-based telco provider SkyMesh Pty Ltd to comply with the Telecommunications Consumer Protections (TCP) Code after the business did not provide its customers with a summary of its satellite internet service offering when required.

Under the TCP Code, all telcos must have a critical information summary on their website for each product, service and plan they sell. For post-paid services sold over the phone, telcos must also provide the required summaries to the customer prior to entering into a contract to allow the customer to make an informed purchase.

An ACMA investigation launched following a consumer complaint found SkyMesh breached the rules by not providing a critical information summary for post-paid internet services it sold over the phone to around 11,600 customers between August 2019 and July 2023.

The required summaries must include information on topics such as minimum monthly charges, how long the contract lasts and whether there are any early termination fees.

In July, SkyMesh amended its processes so that its website critical information summaries will also be sent to customers when required.

Telcos face penalties of up to $250,000 for breaching ACMA directions to comply with the TCP Code.

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