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Investigations into telco providers

We gather information from stakeholders, conduct audits and investigate ongoing issues.

About our investigations

Our activities include:

  • consulting with groups representing the interests of consumers
  • analysing TIO and industry complaints data
  • providing information to assist industry with compliance
  • undertaking compliance assessments, including audits
  • investigating serious, ongoing issues
  • taking action where warranted

This action may be a formal warning. This tells the provider that we expect them to address one or more issues. It also warns them we will take stronger action if they do not act or if the issue happens again.

Each quarter, we also publish a summary of action we have taken on telco consumer protections.

Outcomes for 2024

Service provider Outcome of the investigation Report published
BSC WA Pty Ltd trading as Star Telecom

Breach of clause 9.1.1(a) and 9.7.1(b) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA has issued a Direction to comply with the TCP Code to BSC WA Pty Ltd trading as Star Telecom.

March 2024
Teleforce Pty Ltd trading as Urban Telecom

Breach of clause 4.5.1(c) and 9.7.1(b) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA has issued a Direction to comply with the TCP Code to Teleforce Pty Ltd trading as Urban Telecom.

March 2024
Optus Mobile Pty Ltd

Breaches of:

In relation to the contraventions of: 

  • subsection 101(1) of the Act, Optus Mobile has paid an Infringement Notice of $1,501,500; and
  • the IPND Code, the ACMA has directed Optus Mobile to comply with the Code.

The ACMA has also accepted an Enforceable Undertaking from Optus Mobile.

March 2024
Digital Technologies and Telecommunications Pty Ltd trading as AirLan Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997. February 2024
Trikon Pty Ltd Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997. February 2024

Outcomes for 2023

Service provider Outcome of the investigation Report published
Telnyx Australia Pty Ltd

Breaches of:

In relation to the contraventions of: 

  • subsections 101(1) and 128(1) of the Act, Telnyx has paid Infringement Notices of $79,920 and $26,640; and
  • the IPND Code and Reducing Scams Code, the ACMA has directed Telnyx to comply with the Codes.

The ACMA has also accepted an Enforceable Undertaking from Telnyx.

December 2023
Telstra Corporation Ltd and Telstra Ltd

Breaches of clause 6.4.1 of the Telecommunications Consumer Protections Code C628:2007, clause 5.5.1 of the Telecommunications Consumer Protections Code C628:2012, clause 5.5.1 of the Telecommunications Consumer Protections Code C628:2015, clause 5.5.1 of the Telecommunications Consumer Protections Code C628:2019, and subsequently the direction to comply with the TCP Code given to Telstra Corporation Ltd on 21 September 2020 and subsection 121(2) of the Telecommunications Act.

In relation to the contraventions of subsection 121(2) of the Telecommunications Act, Telstra has paid an Infringement Notice of $3,010,320. The ACMA has also issued a direction to comply with the TCP Code to Telstra Limited.

December 2023
Telstra Corporation Ltd

Breaches of subsection 101(1) of the Telecommunications Act 1997, clauses 4.2.1, 4.2.16, 6.2.3 of the Industry Code (C555:2020) Integrated Public Number Database and subsequently the direction to comply with the IPND Code given to Telstra Corporation Ltd on 11 November 2021 and subsection 121(2) of the Telecommunications Act.

In relation to the contraventions of subsection 121(2) of the Telecommunications Act, Telstra has paid an Infringement Notice of $306,360. The ACMA has also accepted an Enforceable Undertaking from Telstra Limited.

November 2023 
SkyMesh Pty Ltd

Breach of clause 4.2.8 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA has issued a Direction to comply with the TCP Code to SkyMesh Pty Ltd. 

November 2023 
Twilio Inc

Breach of clause 5.2.2 of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a Direction to comply with the industry code Reducing Scam Calls and Scam SMS.

October 2023
Vonage Business Inc

Breach of clauses 5.2.2 and 6.1.1(b) of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a Direction to comply with the industry code Reducing Scam Calls and Scam SMS.

October 2023
Starlink Internet Services Pte Ltd

Breach of clause 4.1.4(b) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA has issued a Direction to comply with the TCP Code to Starlink Internet Services Pte Ltd

September 2023
Known Pty Ltd

Breach of clauses 5.2.2 and 6.1.1(b) of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a Direction to comply with the industry code Reducing Scam Calls and Scam SMS.

August 2023
Exetel Pty Ltd

Breach of clause 6.7.1 of the Telecommunications Consumer Protections Code C628:2019. 

The ACMA issued a Direction to comply with the TCP Code to Exetel Pty Ltd.

July 2023
Foxtel Management Pty Limited

Breach of clauses 6.6.2, 6.7.1, and 6.7.5(f) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to comply with the TCP Code to Foxtel Management Pty Limited.

July 2023
MyRepublic Pty Ltd

Breach of clauses 6.7.1 and 6.7.5(a) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a formal warning to MyRepublic Pty Ltd.

July 2023
Optus Mobile Pty Limited

Breach of clause 6.7.1 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a formal warning to Optus Mobile Pty Limited.

July 2023
Southern Phone Company Limited

Breach of clauses 6.6.2, 6.7.1, and 6.7.5(a), (b), (c), (d), (e), and (f) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to comply with the TCP Code to Southern Phone Company Limited.

July 2023
SpinTel Pty Ltd

Breach of clauses 6.6.1, 6.7.1, and 6.7.4(b) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to comply with the TCP Code to SpinTel Pty Ltd.

July 2023
Telstra Corporation Limited (Belong)

Breach of clauses 6.7.1, 6.7.4(b), and 6.7.5(a) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a formal warning to Telstra Corporation Limited.

July 2023
TPG Telecom Limited (Vodafone)

Breach of clauses 6.7.4(b) and 6.7.5(c), (e), and (f) of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to comply with the TCP Code to TPG Telecom Limited.

July 2023
Office Automation Pty Ltd Pty

Breach of subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 68(1) of the Act of the Telecommunications Act 1997.

The ACMA has issued a formal warning to Office Automation Pty Ltd.

June 2023
Cellect Australia Pty Ltd

Breach of subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 68(1) of the Act of the Telecommunications Act 1997.

The ACMA has issued a formal warning to Cellect Australia Pty Ltd.

June 2023
The Trustee for J & T Tripodi trust (trading as TriCorp Technologies)

Breach of subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 68(1) of the Act of the Telecommunications Act 1997.

The ACMA has issued a formal warning to The Trustee for J & T Tripodi trust (trading as TriCorp Technologies).

June 2023
Telstra Corporation Limited 

Breach of clauses 5.2.4, 5.2.5 (a), and 5.2.9 (a) and 5.2.9 (b) of the Industry Code C564:2020 Mobile Phone Base Station Deployment (the Deployment Code).

The ACMA has issued Telstra a Formal Warning for breaching the Deployment Code.

May 2023
BSC (WA) Pty Ltd trading as Star Telecom

Breach of clauses 10.1.1(b) and 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to BSC (WA) Pty Ltd.

May 2023
Crazy Telecommunications Pty Ltd trading as CrazyTel

Breach of clause 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to Crazy Telecommunications Pty Ltd.

May 2023
GigaComm Pty Ltd

Breach of clauses 10.1.1(b) and 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to GigaComm Pty Ltd.

May 2023
Inspired Broadband Pty Ltd

Breach of clauses 10.1.1(b) and 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to Inspired Broadband Pty Ltd.

May 2023
Kangaroo Telecom Pty Ltd trading as Telsim

Breach of clauses 10.1.1(b) and 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to Kangaroo Telecom Pty Ltd.

May 2023
NGZ Pty Ltd trading as Premium Mobile

Breach of clauses 10.1.1(b) and 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to NGZ Pty Ltd.

May 2023
The Trustee for IE Unit Trust trading as International Exchange Pty Ltd

Breach of clauses 10.1.1(b) and 10.4 of the Telecommunications Consumer Protections Code C628:2019.

The ACMA issued a Direction to Comply with the TCP Code to The Trustee for IE Unit Trust.

May 2023
Sinch Australia Pty Ltd

Breach of clause 5.2.1 and 5.2.2 of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a Direction to Comply with the industry code Reducing Scam Calls and Scam SMS.

May 2023
Infobip Information Technology Pty Ltd

Breach of clause 5.2.2 of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a Direction to Comply with the industry code Reducing Scam Calls and Scam SMS.

May 2023
Phone Card Selector Pty Ltd

Breach of clause 5.2.2 of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a formal warning to Phone Card.

May 2023
Telstra Corporation Limited

Breach of clause 6.7.1 of the Telecommunications Consumer Protections Code 2019 (the TCP Code)

The ACMA has issued a formal warning to Telstra Corporation Limited.

April 2023
Circles Australia Pty Ltd

Breaches of subsection 101(1) and subclause 10(2) of Schedule 2 of the Telecommunications Act 1997, clauses 4.2.1, 4.2.16, 5.1.7 and 5.3.1 of the Industry Code (C555:2020) Integrated Public Number Database.

In relation to contraventions of the IPND service provider rule Circles has paid an Infringement Notice of $253,080. The ACMA has also accepted an Enforceable Undertaking from Circles and has issued a Direction to Comply with the IPND Code.

March 2023
Telstra Corporation Limited

Breach of subsection 68(1) of the Telecommunications Act 1997 and paragraph 12(2)(c) of the Telecommunications (Carrier Licence Conditions - Telstra Corporation Limited) Declaration 2019 relating to priority assistance

The ACMA has accepted an enforceable undertaking.

February 2023
Modica Group Limited

Breach of clause 5.2.2 and clause 6.1.1(b) of the industry code Reducing Scam Calls and Scam SMS.

The ACMA issued a Direction to Comply with the industry code Reducing Scam Calls and Scam SMS.

January 2023

Outcomes for 2022

Service provider Outcome of the investigation Report published
TPG Telecom Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and subsection 2.3(1) of the Telecommunications (Service Provider Identity Checks for Prepaid Mobile Carriage Services) Determination 2017.

The ACMA accepted an enforceable undertaking from TPG Telecom Limited under section 572B if the Telecommunications Act.

December 2022
Lycamobile Pty Ltd

Breach of paragraph 8(1)(b) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 and subsection 128(1) of the Telecommunications Act 1997

The ACMA issued a formal warning to Lycamobile.

December 2022
Telstra Corporation Limited

Breach of clause 7.7.1 of the Telecommunications Consumer Protections Code 2019 (the TCP Code)

The ACMA has issued a Direction to Comply with clause 7.7 of the TCP Code.

November 2022
Aussie Broadband Limited Breach of clause 6.5 of the Telecommunications Consumer Protections Code 2019 October 2022
Ms Eunyoung Yoo trading as Telink Australia

Breach of subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997.

The ACMA has issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act.

September 2022
Hosted Telecommunications Pty Ltd

Breach of subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997.

The ACMA has issued a Direction to comply with subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999.

September 2022
Aussie Broadband Limited

Breaches of subsection 101(1) and subclause 10(2) of Schedule 2 of the Telecommunications Act 1997, clauses 4.2.1, 4.2.16, 5.1.6 and 5.3.1 of the Industry Code (C555:2020) Integrated Public Number Database.

In relation to contraventions of the IPND service provider rule, Aussie Broadband has paid an Infringement Notice of $213,120. The ACMA has issued a Direction to Comply with the IPND Code.

September 2022
Circles.Life

Breaches of subsection 8(2) and subsection 8(5) of the Telecommunications (Mobile Number Pre-porting Additional Identify Verification) Industry Standard 2020 and breach of subsection 128(1) of the Telecommunications Act 1997.

Circles Australia Pty Ltd has paid an Infringement Notice of $199,800.

August 2022
Limni Enterprises Pty Ltd (Limni Enterprises), formerly known as Red Telecom Pty Ltd (Red Telecom)

Contraventions of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997.

The ACMA initiated Federal Court proceedings against Red Telecom and its sole director Mr Nicholas Kontaxis, for alleged failure to comply with 7 determinations of the Telecommunications Industry Ombudsman. The Federal Court imposed pecuniary penalties of $450,000 against Limni Enterprises and $115,125 against Mr Kontaxis.

Judgment of the Federal Court published 11 July 2022: Australian Communications and Media Authority v Limni Enterprises Pty Ltd (formerly known as Red Telecom Pty Ltd) [2022] FCA 795.

July 2022
Exetel Pty Ltd Breach of clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued an Infringement Notice to Exetel Pty Ltd for breaching the TCP Code. July 2022
Airtel Pty Ltd Breach of clause 10.1.1(b) and clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued a Direction to comply with the TCP Code to Airtel Pty Ltd. July 2022
Daulat VR Pty Ltd trading as 1Telecom Breach of clause 10.1(b) and clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued a Direction to comply with the TCP Code to Daulat VR Pty Ltd July 2022
FSG RSP Pty Ltd trading as Just ISP Breach of clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued a Direction to comply with the TCP Code to FSG RSP Pty Ltd. July 2022
New Sprout Pty Ltd Breach of clause 10.1.1(b) and clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued a Direction to comply with the TCP Code to New Sprout Pty Ltd. July 2022
PennyTel Australia Pty Ltd Breach of clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued a Direction to comply with the TCP Code to City Communications Pty Ltd. July 2022
City Communications Pty Ltd Breach of clause 10.4 of the Telecommunications Consumer Protections Code C628:2019. The ACMA issued a Direction to comply with the TCP Code to City Communications Pty Ltd. July 2022
Account Management Australia Pty Ltd

Breach of section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997

The ACMA issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act. 

July 2022
Protech Solutions WA Pty Ltd

Breach of subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 68(1) of the Act of the Telecommunications Act 1997.

The ACMA has issued a Formal Warning to comply with subsection 68(1) of the Telecommunications Act 1997.

July 2022
Best Telecom Group Pty Ltd Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act. June 2022
SpinTel Pty Ltd

Breach of clause 4.1.2(b) of the Telecommunications Consumer Protections Code 2019 (the TCP Code)

The ACMA has issued a Direction to Comply with clause 4.1.2(b) of the TCP Code.

June 2022
Lycamobile Pty Ltd

Breach of a remedial direction given to Lycamobile Pty Ltd on 13 January 2021 and subsequently subsection 102(4) of the Telecommunications Act 1997, subsection 101(1) of the Telecommunications Act, clauses 4.2.1, 4.2.16 and 5.1.11 of the Industry Code (C555:2020) Integrated Public Number Database and subsequently the direction to comply with the IPND Code also given to Lycamobile Pty Ltd on 13 January 2021 and subsection 121(2) of the Telecommunications Act.

In relation to contraventions of the remedial direction, Lycamobile Pty Ltd has paid an Infringement Notice of $26,640, and in relation to contraventions of the direction to comply with the IPND Code, Lycamobile has paid an Infringement Notice of $159,840.

June 2022
Symbio Wholesale Pty Limited

Breach of clause 4.4.3 of the Industry Code (C661:2020) Reducing Scam Calls

The ACMA issued a formal warning to Symbio Wholesale.

June 2022
Symbio Networks Pty Ltd

Breach of clause 4.4.3 of the Industry Code (C661:2020) Reducing Scam Calls.

The ACMA issued a formal warning to Symbio Networks.

June 2022
Telstra Corporation Limited

The ACMA accepted an enforceable undertaking under section 572B of the Telecommunications Act 1997 from Telstra Corporation Limited directed towards ensuring future compliance with section 117A of the Telecommunications (Consumer Protection and Service Standards) Act 1999 (TCPSS Act)

Note: On 13 December 2022, the ACMA accepted a replacement enforceable undertaking from Telstra. Effective 1 January 2023, the replacement reflects the upcoming restructure of Telstra’s business, which will see responsibility for compliance with section 117A of the TCPSS Act transferring to a different company within the Telstra Group on 1 January 2023. On 12 December 2022, the ACMA also cancelled the enforceable undertaking agreed to in May, effective 1 January 2023.

May 2022

Dec 2022

Urban Telecom (the trading name for Teleforce Pty Ltd) Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act. May 2022
Telstra Corporation Limited

Breaches of clause 5.5.1 of the Telecommunications Consumer Protections (TCP) Code 2019 and TCP Code 2015, and

breaches of subsection 121(2) of the Telecommunications Act 1997.

In relation to the contraventions of the Telecommunications Act, Telstra has paid an Infringement Notice of $506,160.

April 2022
Optus Internet Pty Limited

Breach of subsections 14(2), 14(3) and 15(1) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018 and subsection 101(1) of the Telecommunications Act 1997.

The ACMA issued a Remedial Direction to Optus Internet Pty Limited for breaching the NBN Service Migration Determination

March 2022
TPG Internet Pty Ltd The ACMA accepted an enforceable undertaking under section 572B of the Telecommunications Act 1997 from TPG Internet Pty Ltd directed towards ensuring future compliance with subsections 14(3) and 15(1) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018. March 2022

Outcomes for 2021

Service provider Outcome of the investigation Report published
Potukuchi Trading Pty Ltd, Trustee for Global Financial Solutions, trading as 1800 BizPhone

Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act.

The ACMA issued a Remedial Direction to Potukuchi Trading Pty Ltd, Trustee for Global Financial Solutions, trading as 1800 BizPhone.

December 2021
Southern Phone Company Ltd

Breach of clause 4.5.1(c) of the Telecommunications Consumer Protections Code C628:2019, and consequently a breach of clause 4.5.1(a).

The ACMA has issued a Direction to Comply with clause 4.5.1 of the TCP Code.

December 2021
CommSol Holdings Pty Ltd

Breach of subsections 360W(1) and 360X(1) of the Telecommunications Act 1997 (the Act) and consequently a breach of subsection 68(1) of the Act and the carrier licence condition set out in clause 1 of Schedule 1 to the Act.

The ACMA issued a formal warning to CommSol.

November 2021
Telstra Corporation Ltd

Breaches of subsection 101(1), subclause 10(2) of Schedule 2, and subsection 121(2) of the Telecommunications Act 1997 clauses 4.2.1, 4.2.16, 5.1.8 and 5.1.11 of the Industry Code (C555:2020) Integrated Public Number Database (IPND), and clauses 4.2.25 and 4.2.11 of the Industry Code (C555:2017) Integrated Public Number Database (IPND).

In relation to the contraventions of the IPND service provider rule, Telstra has paid an Infringement Notice of $2,530,800. The ACMA has issued a Direction to Comply with the IPND Code (2020).

December 2021
Aussie Broadband Limited Breach of section 11 of the Telecommunications (NBN Consumer Information) Industry Standard 2018 and subsection 128 of the Telecommunications Act 1997 November 2021
Symbio Networks Pty Ltd

Breach of clause 4.2.14 of the Industry Code (C555:2020)
Integrated Public Number Database (IPND)

The ACMA has issued a Direction to Comply with clause 4.2.14 of the IPND Code.

November 2021
Netlogyx Technology Specialists Pty Ltd Breach of section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997 October 2021
B2B Wholesale Pty Ltd Breach of section 128 of the Telecommunications  (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act 1997. October 2021
Vodafone Australia Pty Limited

Breach of clause 4.3.4 of the Industry Code C564:2020 Mobile Phone Base Station Deployment (the Deployment Code).

The ACMA has issued Vodafone a Formal Warning for breaching the Deployment Code.

October 2021
Optus Internet Pty Limited and Optus Networks Pty Limited

Breach of clause 5.5.1 of the Telecommunications Consumer Protections Code (C628:2019), clause 5.5.1 of the Telecommunications Consumer Protections Code (C628: 2015), clause 5.5.1 of the Telecommunications Consumer Protections Code (C628:2012), and clause 6.4.1 of the Telecommunications Consumer Protections Code (C628:2007).

The ACMA has issued a Direction to Comply with clause 5.5 of the Telecommunications Consumer Protections Code (C628:2019)

September 2021
Telstra Corporation Limited

Breaches of subsections 14(3) and 15(1) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018 and breach of subsection 101(1) of the Telecommunications Act 1997

The ACMA issued a remedial direction breaching the NBN Service Migration Determination.

Note: On 13 December 2022, the ACMA revoked this remedial direction, effective 1 January 2023, to reflect the upcoming restructure of Telstra’s business, which will see responsibility for compliance with the NBN Service Migration Determination transferring to a different company within the Telstra Group on 1 January 2023.

July 2021

Dec 2022

Clear Networks Pty Ltd Breach of subparagraphs 7(1)(c), 11(1)(a)(ii), 11(1)(b) and 11(1)(c) of the Telecommunications (NBN Consumer Information) Industry Standard 2018. June 2021
Telstra Corporation Limited 

Breaches of subsection 8(5) of the Telecommunications (Mobile Number Pre-porting Additional Identify Verification) Industry Standard 2020 and breach of subsection 128(1) of the Telecommunications Act 1997.

The ACMA has issued a Formal Warning to comply with subsection 8(5) of the Standard and subsection 128(1) of the Telecommunications Act.

May 2021
Medion Australia

Breaches of subsection 8(5) of the Telecommunications (Mobile Number Pre-porting Additional Identify Verification) Industry Standard 2020 and breach of subsection 128(1) of the Telecommunications Act 1997.

The ACMA has issued a Formal Warning to comply with subsection 8(5) of the Standard and subsection 128(1) of the Telecommunications Act.

May 2021
Optus Mobile Pty Ltd

Breach of subsection 8(5) of the Telecommunications (Mobile Number Pre-porting Additional Identify Verification) Industry Standard 2020 and breach of subsection 128(1) of the Telecommunications Act 1997.

The ACMA has issued a Formal Warning to comply with subsection 8(5) of the Standard and subsection 128(1) of the Telecommunications Act.

May 2021
SingTel Optus Pty Ltd Breach of subsection 128(1) of the Telecommunications Act 1997; Subsection 11(1) and paragraph 14(2)(a) of the Telecommunications (NBN Continuity of Service) Industry Standard 2018. May 2021
Lycamobile Pty Ltd

Breaches of the Telecommunications (Service Provider – Identity Checks for Prepaid Mobile Carriage Services) Determination 2017, the Integrated Public Number Database (IPND) service provide rule at subclause 10(2) of Part 4 of Schedule 2 to the Telecommunications Act 1997, subsection 101(1) of the Telecommunications Act, the Industry Code (C555:2017) Integrated Public Number Database and the Industry Code (C555:2020) Integrated Public Number Database.

 

In relation to the contraventions of the IPND service provider rule, Lycamobile Pty Ltd has paid an Infringement Notice of $604,800. The ACMA has also accepted an Enforceable Undertaking under section 572B of the Telecommunications Act and has issued a Direction to Comply with the IPND Code.

The ACMA issued a Remedial Direction for breaching the Prepaid Determination.

May 2021
Telstra Corporation Limited

Breaches of subsections 111(1) and (2), and paragraph 111(3)(a), of the Telecommunications Numbering Plan 2015, subsections 462(1) and 68(1) of the Telecommunications Act 1997, and clauses 4.3.9 and 4.4.6 of Industry Code (C540:2013) Local Number Portability

In relation to the Numbering Plan/Telecommunications Act breaches, Telstra Corporation Limited has paid an Infringement Notice of $1,512,000. The ACMA also issued a Direction to Comply with the Local Number Portability Code.

May 2021
Cutting Edge Cloud Solutions Pty Ltd

Breach of section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act.

The ACMA issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act.  

March 2021
Optus Mobile Pty Ltd

Breach of clauses 6.3.1(b), 6.3.1(c), 6.3.7(d), clause 6.3.7(f) of the Industry Code C564:2018 Mobile Phone Base Station Deployment.

The ACMA has issued a Formal Warning in respect to the Industry Code C564:2020 Mobile Phone Base Station Deployment.

March 2021
Solo Network Pty Ltd Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act. February 2021
Solo Network Pty Ltd Breach of clauses 4.5.1, 9.1.1 and 9.7 of the Telecommunications Consumer Protections Code C628:2019 February 2021

Outcomes for 2020

Service provider

Outcome of the investigation

Report published

Telstra Corporation Limited

Breach of clause 5.5.1 of the Telecommunications Consumer Protections Code Industry Code (C628:2019)

The ACMA has issued a Direction to comply with the Code

November 2020
J2 Net

Breach of subsection 128(1) of the Telecommunications Act 1997 and subsection 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry

Standard 2018.

The ACMA has issued Formal Warnings for breaching the Complaints Handling Standard.

November 2020
TPG Internet Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997, and section 11 and subsections 9(1), 16(2), 16(5) and paragraph 18(a) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018.

The ACMA has accepted an Enforceable Undertaking from TPG Internet Pty Ltd under section 572B of the Telecommunications Act.

March 2020
Telstra Corporation Limited

Breach of subsections 101(1) and 128(1) of the Telecommunications Act 1997; Section 11 and subsections 9(1), 16(2), 16(5) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018; Subsections 23(1) and 23(4) of the Telecommunications (NBN Continuity of Service) Industry Standard 2018.

The ACMA has accepted an Enforceable Undertaking from Telstra Corporation Limited under section 572B of the Telecommunications Act.

March 2020
Singtel Optus Pty Limited

Breach of subsections 101(1) and 128(1) of the Telecommunications Act 1997; Section 11 and subsections 9(1), 16(2), 16(5) and paragraph 18(a) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018; Subsections 23(1) and 23(4) of the Telecommunications (NBN Continuity of Service) Industry Standard 2018.

The ACMA has accepted an Enforceable Undertaking from Optus Internet Pty Ltd under section 572B of the Telecommunications Act.

March 2020
Dodo Services Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997, and section 11 and subsections 9(1), 16(2) and 16(5) of the Telecommunications Service Provider (NBN Service Migration) Determination 2018.

The ACMA has accepted an Enforceable Undertaking from Dodo Services Pty Ltd under section 572B of the Telecommunications Act.

March 2020

ATS Telecoms Pty Ltd

Breach of section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999

and subsection 101(1) of the Telecommunications Act.

The ACMA has issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act.

July 2020

Dataphone Pty Ltd

Breach of section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999

and subsection 101(1) of the Telecommunications Act.

The ACMA has issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act.

July 2020

Bottle Communications Pty Ltd

Breach of Compliance with subsection 128(1) of the Telecommunications (Consumer Protection and Service Standards) Act 1999; and

subsection 68(1) of the Telecommunications Act.

The ACMA has issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act.

July 2020

Essential Online Pty Ltd

Breach of section 128 of the Telecommunications (Consumer Protection and Service Standards) Act 1999

and subsection 101(1) of the Telecommunications Act.

The ACMA has issued a Formal Warning for breaching the TCPSS Act and the Telecommunications Act.

July 2020

Borwood Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Clubtelco Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
DIDWW Ireland Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Dodo Services Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
MyRepublic Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
NetSIP Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
TPC Consolidated Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
TruPhone Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Twilio Australia Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Vaya Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Formal Warning for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Business Service Brokers Pty Ltd t/as TeleChoice

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Remedial Direction for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Fuzenet Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Remedial Direction for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Kisa Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Remedial Direction for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
Swift Networks Group Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Remedial Direction for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020
TravelSIM Australia Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1 and 4.2.25 of the Integrated public Number Database Industry Code (C555:2017).

The ACMA has issued a Remedial Direction for breaching the Act and a Formal Warning for breaching the IPND Code.

February 2020

CCS Comms Pty Ltd

Breach of section 132 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 and subsection 101(1) of the Telecommunications Act.

The ACMA issued a Remedial Direction to CCS Comms Pty Ltd.

January 2020

Outcomes for 2019

Service provider Outcome of the investigation Report published
Exetel Pty Ltd Breach of section 530 of the Telecommunications Act 1997 and subsection 12(1) of the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018. Dec 2019
Telstra

Formal Warning for breaching:

Clause 6.5.2(j)(iii) of the Telecommunications Consumer Protections Code (C628:2012) Clause 6.5.2(j)(iii) of the Telecommunications Consumer Protections Code (C628.2015). The conduct would have contravened clause 6.5.6 of the Telecommunications Consumer Protections Code C628:2019 if it had occurred after the Telecommunications Consumer Protections Code 2019 was registered.

Nov 2019
iiNet Limited Breach of Subsections 101(1) and 128(1) of the Telecommunications Act 1997, subsection 7(1) of the Telecommunications (NBN Continuity of Service) industry Standard 2018 and subsection 9(1) and section 11 of the Telecommunications Service Provider (NBN Service Migration) Determination 2018 Nov 2019
Novel Telecom Pty Ltd Breach of clauses 9.1.1(b) and 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
CNS Group Australia Pty Ltd Breach of clauses 9.1.1(b) and 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Simply NBN Pty Ltd Breach of clauses 9.1.1(b) and 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Voiteck Pty Ltd Breach of clauses 9.1.1(b) and 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Real Sim Pty Ltd Breach of clauses 9.1.1(b) and 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Uniti Wireless Limited Breach of clauses 9.1.1(b) and 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Exetel Pty Ltd Breach of clause 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Telco4u Pty Ltd Breach of clause 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Trikon Pty Ltd Breach of clause 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
Red Broadband Pty Ltd Breach of clause 9.4 of the Telecommunications Consumer Protections Code (C628:2015) Nov 2019
M2 Commander Pty Ltd Breach of clause 7.1 of the Telecommunications Consumer Protections Code (C628:2015) for failing to take steps specified in clause 7.1.1(a) to ensure that a consumer who was the subject of a transfer to M2 Commander had provided consent to the transfer. Sep 2019
Infinity Telecom Pty Ltd  Breach of Section 128(1) of the Telecommunications Act 1997, subsections 7(1) and 8(3) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018, paragraphs 7(1)(c) and 11(1)(a) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 and clauses 4.1.1(d) and 6.11.1(a) of the Telecommunications Consumer Protection Code C628:2015  Sep 2019 
Aussie Broadband Pty Ltd  Breach of subsection 128(1) of the Telecommunications Act 1997 and subparagraphs 7(1)(a)(i), 7(1)(a)(iv) and paragraph 11(1)(a) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
Australian Private Networks Pty Ltd, trading as Activ8me  Breach of subsection 128(1) of the Telecommunications Act 1997 and subparagraph 7(1)(a)(iv) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
Business Service Brokers Pty Ltd, trading as Telechoice Breach of subsection 128(1) of the Telecommunications Act 1997 and subparagraph 7(1)(a)(iv) and paragraphs 11(1)(a) and 11(1)(c) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
Flip TV Pty Ltd Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraphs 7(1)(c) and 11(1)(c) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
Mate Communicate Pty Ltd Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraphs 7(1)(c), 11(1)(a), 11(1)(c), 11(3)(a) and 11(3)(b) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
My Net Fone Pty Ltd Breach of subsection 128(1) of the Telecommunications Act 1997 and subparagraph 7(1)(a)(iv) and paragraphs 11(1)(a), 11(1)(c) and 11(3)(b) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
Simply NBN Pty Ltd, trading a Hello Broadband Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraphs 7(1)(c) and 11(1)(a) of the Telecommunications (NBN Consumer Information) Industry Standard 2018 Aug 2019
Telstra Corporation Ltd Breach of clauses 6.2.6, 6.4.4 and 11.3.1 of the Mobile Phone Base Station Deployment Code (C564:2011) May 2019 
V4 Telecom Pty Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Australian Private Networks trading as Activ8me Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Aussie Broadband Pty Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Dodo Services Pty Ltd Formal Warning issued for breaching paragraph 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Exetel Pty Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Foxtel Management Pty Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
MyRepublic Pty Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Skymesh Pty Ltd Formal Warning issued for breaching paragraph 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Spintel Pty Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
Southern Phone Company Ltd Formal Warning issued for breaching paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
TPG Internet Pty Ltd Formal Warning issued for breaching paragraph 19(2)(b) of Schedule 2 to the Telecommunications Act 1997 May 2019
V4 Telecom Pty Ltd

Breach of paragraphs 19(2)(a) and 19(2)(b) of Schedule 2 to the Telecommunications Act 1997

Formal warning following an investigation that found it had contravened multiple provisions of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018

May 2019

The ACMA issued Telstra Corporation Ltd with a formal warning for contravention of clauses 6.2.6, 6.4.4 and 11.3.1 of the Mobile Phone Base Station Deployment Code (C564:2011), for failing to comply with rules for deploying mobile phone base stations.

May 2019
Mill Estate Holdings Pty Ltd

The ACMA issued Mill Estate Holdings Pty Ltd with a formal warning following an investigation that found it sent marketing emails without consent and without an unsubscribe facility

May 2019
Utility Hub Pty Ltd

The ACMA issued Utility Hub Pty Ltd with a formal warning following an investigation that found it breached its obligations under the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017, by failing to give the name of the company making the call. 

May 2019
Telstra Corporation Ltd Breach of clauses 4.1.3 and 4.1.3(d) of the Telecommunications Consumer Protections Code (C628:2015)  Mar 2019
SingTel Optus Pty Limited  Breach of clauses 4.1.3 and 4.1.3(d) of the Telecommunications Consumer Protections Code (C628:2015)  Mar 2019
Vodafone Hutchison Australia Pty Limited Breach of clauses 4.1.3 and 4.1.3(d) of the Telecommunications Consumer Protections Code (C628:2015)  Mar 2019
Vodafone Australia Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
Telstra Corporation Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
Singtel Optus Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
Symbio Networks Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
TransACT Communications Pty Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019

TransACT Capital Communications Pty Ltd

 

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
Primus Telecommunications Pty Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
Chime Communications Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
Agile Pty Ltd

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
AAPT Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019
PowerTel Limited

Breach of subsection 101(1) of the Telecommunications Act 1997 and clauses 4.2.1, 4.2.11 and 4.2.25 of the Integrated Public Number Database Industry Code (C555:2017)

The ACMA has issued a Remedial Direction for breaching the Act and a Direction to Comply for breaching the IPND Code.

Feb 2019

Ticketek Pty Ltd

The ACMA issued Ticketek Pty Ltd with a formal warning following an investigation that found it sent email marketing after consumers had withdrawn consent.

Feb 2019

PreLegal Pty Ltd

The ACMA issued PreLegal Pty Ltd with a formal warning following an investigation that found it had made telemarketing calls to numbers on the Do Not Call Register without consent, or after consent had been withdrawn.

Feb 2019

Outcomes for 2018

Service provider

Outcome of the investigation

Report published

Foxtel Management Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

ACN Pacific Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Amnet Broadband Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Astron Communication and Information Services Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Aussie Broadband Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Australia Broadband Pty. Ltd.

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

Australian Phone and Internet Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Australian Private Networks Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

BVivid Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Dodo Services Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Engin Pty Limited

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Exetel Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Flip TV Pty Limited

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

Fuzenet Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

iiNet Limited

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Intelico Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Internode Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

M2 Commander Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Mate Communicate Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

Medion Australia Pty Limited

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

My Net Fone  Australia Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

MyRepublic Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Singtel Optus Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

OzTalk Communications Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

Primus Telecommunications Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Simply NBN Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

Skymesh Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

Dec 2018

SpinTel Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Tangerine Telecom Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Telstra Corporation Limited

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

TPG Internet Limited

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Vividwireless Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Vodafone Hutchison Australia Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Dodo Services Pty Ltd

The ACMA issued Dodo Services Pty Ltd with a formal warning following an investigation that found that it had made telemarketing calls after consent had been withdrawn.

Nov 2018

WestNet  Pty Ltd

Breach of subsection 128(1) of the Telecommunications Act 1997 and paragraph 7(1)(a) of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

ACMA has issued a Formal Warning.

Dec 2018

Premium Flight Club Pty Ltd The ACMA issued Premium Flight Club Pty Ltd with a formal warning following an investigation, which found it had breached the DNCR Act by causing one or more telemarketing calls to be made to numbers on the Do Not Call Register without consent.  Nov 2018
 Gardner Consultants Pty Ltd The ACMA issued a formal warning to Gardner Consultants Pty Ltd ACN 085 782 145, as Trustee for the Gardner Family Trust, trading as Promotional USB, for breaching the Spam Act 2003 by sending marketing emails without consent. Nov 2018
Telstra Corporation Ltd  Breach of section 22 of the Telecommunications (Emergency Call Service) Determination 2009  Oct 2018 

Telstra Corporation Limited

Telstra Corporation Limited

Breach of subsection 68(1) of the Telecommunications Act 1997 and paragraph 19(2)(b) of the Carrier Licence Conditions (Telstra Corporation Limited) Declaration 1997 relating to priority assistance

The ACMA issued a remedial direction.

Sep 2018
Force Industries Pty Ltd The ACMA issued a formal warning to Force Industries Pty Ltd, an online sporting goods retailer trading as Find Sports, for breaching the Spam Act 2003 by sending marketing emails without consent. Sep 2018
Seven providers The ACMA issued formal warnings to seven providers for breaching Chapter 9 of the TCP Code. Lynham Networks Pty Ltd, Vostronet (Australia) Pty Ltd, BMP Australia Group Pty Ltd and Central Connect (NSW) Pty Ltd were formally warned for breaching clause 9.4.1(a) of the TCP Code. In addition, Red Telecom Pty Ltd, MyRepublic Pty Ltd and Peak Connect Pty Ltd were formally warned for breaching clauses 9.1.1(b) and 9.4.1(a) of the TCP Code. Clause 9.1.1(b) requires providers to register with Communications Alliance and clause 9.4.1(a) required providers to submit compliance documents to Communications Compliance Ltd by a specified deadline in 2017. Aug 2018
ReachTel Pty ReachTel Pty Ltd was issued with a formal warning following an ACMA investigation which found it made one or more research calls after 8:30 pm on a weekday, in breach of the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017. Aug 2018
Lycamobile Pty Ltd Infringement notice for $12,600 for failing to comply with an ACMA direction to comply with the Telecommunications Consumer Protections Code 2015. The penalty followed an investigation that found Lycamobile failed to lodge its annual documents attesting to compliance with the TCP Code. The required documents are assessed by the industry’s independent compliance monitoring body, Communications Compliance. Jul 2018
Ms Helen Woods trading as the Australian College of Administration The ACMA issued a formal warning to Ms Helen Woods trading as the Australian College of Administration, for breaching the Spam Act 2003 by sending marketing emails without the consent of the recipients and without a prominent unsubscribe message. Jul 2018
We Fix Credit The ACMA issued a formal warning to a financial services business, formerly trading as 'We Fix Credit', for breaching the Spam Act 2003 by sending marketing emails promoting its services to businesses without consent. May 2018
Your Call Telecom Pty Ltd Formal warning Breach of clause 4.1.1(d)(i) of the Telecommunications Consumer Protections Code C628:2015  Apr 2018 
EHW Technology Pty Ltd  Formal warning Breach of clause 4.1.1(d)(i) of the Telecommunications Consumer Protections Code C628:2015  Apr 2018 
Easy Internet Services Pty Ltd  Formal warning Breach of clause 4.1.1(d)(i) of the Telecommunications Consumer Protections Code C628:2015  Apr 2018 

Vodafone Hutchison Australia Pty Limited investigation

Breach of section 2.3 of the Telecommunications (Service Provider – Identity Checks for Prepaid Mobile Carriage Services) Determination 2013 (the Prepaid Determination) and subsection 101(1) of the Telecommunications Act 1997 

Jan 2018

Outcomes for 2017

Service provider

Outcome of the investigation

Report published

FuzeNet Pty Ltd

The ACMA issued a formal warning to FuzeNet Pty Ltd for breaching the Telecommunications Consumer Protections (TCP) Code 2015 for its poor management of customer complaints. Breach of clauses 8.1.1(c), 8.2.1(a)(ix), 8.2.1(a)(xi), 8.2.1(a)(xiii), 8.4.1(a)(v), 8.4.1(a)(vi), 8.4.1(a)(vii), 8.4.1(a)(x) of the Telecommunications Consumer Protections Code C628:2015 

Nov 2017

iTalkBB Australia Pty Ltd investigation

Breach of clauses 5.7.1, 5.7.1(c), 8.1.1(b) and 8.4 of the Telecommunications Consumer Protections Code C628:2015

Nov 2017
ValueAd Marketing Pty Ltd The ACMA issued ValueAd Marketing Pty Ltd with a formal warning following an investigation that found it sent commercial SMSs, which did not include clear and accurate contact details. Oct 2017

Crunch Tel Pty Ltd investigation

The ACMA issued a formal warning to Crunch Tel Pty Ltd for breaching the Telecommunications Consumer Protections (TCP) Code 2015 for transferring customers to its service without their consent. Breach of clauses 7.1, 7.2.2, 7.3, 7.4, 7.5.1(a) and 7.6 of the Telecommunications Consumer Protections Code C628:2015

Oct 2017
Careers Australia Group Limited The ACMA issued a formal warning to Careers Australia Group Limited for breaching the Spam Act 2003 by sending SMS messages which did not include clear and accurate identification of the authoriser of the messages, accurate authoriser contact details, or an unsubscribe facility. Jul 2017
14 telecommunications service providers The ACMA formally warned 14 telecommunications service providers for breaching clause 9.4 of the TCP Code, that required them to submit compliance documents to Communications Compliance Ltd in 2016.  

Direct Connect Pty Ltd

Breaches of clauses 3.2.1, 4.1.1(a) and 4.1.1(d) of the Telecommunications Consumer Protections Code C628:2015

Mar 2017

Previous investigations

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