What complaints records must be kept?
If you supply more than 30,000 services in operation, you must keep certain complaint records.
The requirements are set out in the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.
This is in addition to your obligations under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
You must keep a record of the:
- number of services you supply
- number of complaints you receive by type of service
- average number of days you take to resolve a complaint
- number of days you take to resolve at least 80% of complaints
- top three complaints types by volume
- number of Telecommunications Industry Ombudsman (TIO) Referral complaints you receive
When to report complaints data
If you supply more than 30,000 services in operation, you must report complaints data quarterly.
You have up to 30 days after the end of each quarter to send us your data.
|Record-keeping period||Due date for submission to ACMA|
|31 March||On or before 30 April|
|30 June||On or before 30 July|
|30 September||On or before 30 October|
|31 December||On or before 30 January|
How to report complaints data
You must report your data to us through our complaints reporting portal. There is assistance available on the portal.
2. Access the complaints reporting portal using your myGovID.
3. Request the ACMA-issued ‘permission token’, through the token registration form. The details required are:
- your name
- position title
- email address
- phone number
- company name
- company ABN
4. Once your permission token has been issued, access the portal to report your complaints to us.
A test complaint reporting form is available on the portal for first-time users.
Use your myGovID to log in to the complaints reporting portal.
Contact firstname.lastname@example.org with any questions or issues accessing the portal.
If you do not follow the rules
We monitor the industry and investigate telcos that break the rules.
If this is the case, we may take enforcement action against you. This could result in a formal warning, direction to comply, an infringement notice, or court proceedings.
We publish our enforcement outcomes on our website.