The ACMA has issued a remedial direction to Best Telecom Group Pty Ltd (Best Telecom) after it failed to refund a customer in accordance with a binding decision made by the Telecommunications Industry Ombudsman (TIO).
In February 2025, the TIO directed Best Telecom to reimburse a customer a total of $1103.38, comprising $1088.38 in cancellation fees and $15.00 in overdraft fees. As Best Telecom did not comply, the TIO referred the decision to the ACMA.
As a member of the TIO scheme, Best Telecom is legally required to comply with the Ombudsman’s decisions about how an individual complaint should be resolved. Telcos that do not comply with TIO binding decisions are referred to the ACMA for enforcement action.
The ACMA investigation found that by failing to comply with the TIO decision, Best Telecom breached important consumer protections under the TIO scheme and the Telecommunications Act 1997.
Under the remedial direction, Best Telecom is required to refund the customer in accordance with the TIO’s decision and implement new systems and processes to ensure future compliance with TIO decisions. The remedial direction also requires Best Telecom to establish a training program for staff responsible for handling customer complaints.
If Best Telecom does not comply with the remedial direction, the ACMA may pursue the matter in Federal Court with potential penalties of up to $10 million for companies, and up to $50,000 for each contravention by an individual.
The TIO scheme is an independent dispute resolution body that provides a free service to resolve disputes between telcos and their residential and small business customers, supporting consumer trust and confidence in telco services.