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New International Mobile Roaming Standard

25 September 2013

The ACMA issued a new International Mobile Roaming (IMR) Standard on 27 June 2013.

The IMR Standard introduces a number of new obligations for mobile network operators and mobile virtual network providers who offer international mobile roaming services. These new obligations will be phased in from 27 September 2013. Please see the ACMA’s website for more information about these obligations and the different timeframes for implementation:

The TIO has accepted conferral of power of:

  • receiving
  • investigating
  • facilitating the resolution of
  • making determinations in relation to
  • giving directions in relation to, and
  • reporting on complaints

about matters referred to in the IMR Standard.

The TIO will capture complaints about these obligations using new keywords that will be introduced on 1 October 2013. Details of the new keywords will be uploaded on the member portal for our members.

Billing dispute and suspended service

Case Study Small Business

A small business had their internet services deactivated due to a misunderstanding on billing.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614