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Star Telecom breaches customer transfer rules


The ACMA has directed BSC WA Pty Ltd, trading as Star Telecom, to comply with Telecommunications Consumer Protections (TCP) Code obligations after finding that the telco transferred customers to its services without their consent.

The ACMA’s investigation found that Star Telecom did not comply with the customer transfer rules in 10 instances between February 2021 and May 2023. This included 2 instances where customers were transferred without their consent and 8 occasions where Star Telecom could not produce evidence that customers had consented to the transfer.

The TCP Code requires telcos to obtain and record a customer’s consent to a transfer from another telco.

The ACMA’s investigation was opened following a Telecommunications Industry Ombudsman notification of concerns about Star Telecom’s customer transfer practices.

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

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