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Urban Telecom breaches fair selling training requirements


The ACMA has directed Teleforce Pty Ltd, trading as Urban Telecom, to comply with Telecommunications Consumer Protections (TCP) Code obligations following an investigation that found its sales representatives had not been appropriately trained.

Urban Telcom was unable to demonstrate its sales representatives were trained in how to sell telecommunications products responsibly.

To meet the requirements of the TCP Code, sales representatives must be formally trained before they start selling to customers, including in how to sell in a fair, transparent, responsible and accurate manner.

The investigation also found that Urban Telecom did not comply with requirements to keep accurate records of customer consent to transfer their service on three occasions between 21 November 2019 and 15 September 2022.

The ACMA’s investigation was opened following a Telecommunications Industry Ombudsman notification of concerns about Urban Telecom’s selling and 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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