An Australian Communications and Media Authority (ACMA) investigation has found Sydney-based telco Infinity Telecom breached industry consumer standards that requires it to have certain information available on its website for customers. The ACMA has issued a remediation direction to Infinity Telecom to amend its website, saying it lacks mandatory information about NBN plans, financial hardship assistance, and complaints handling. The Telecommunications (Consumer Complaints Handling) Industry Standard requires telcos to have a written complaints handling process and an NBN key facts sheet in place, while the Telecommunications Consumer Protections (TCP) Code requires telcos to have a financial hardship policy that can be readily access on their websites. ACMA Authority member Fiona Cameron said this action should serve as a warning across the industry. “Just because you aren’t a big provider, doesn’t mean you don’t have to take your obligations seriously,” Cameron said. “These consumer safeguards are there to protect the community and all telcos need to play by the rules, irrespective of the size of the business.” Telcos that fail to carry out the requirements of a remedial direction could face up to AU$10 million in fines. See also: NBN pricing paper proposes new 100/20, 250/25, and 1000/50Mbps tiers The ACMA was particularly concerned about Infinity Telecom’s lack of a financial hardship policy, saying it is critical that vulnerable customers are aware of their options. “It is unacceptable that any telco neglects to give basic information to consumers to help them choose the right service or make a complaint,” Cameron added…. [Read full story]
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