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Statement on ACMA remedial direction issued to Urban Telecom

The Telecommunications Industry Ombudsman (TIO) welcomes the remedial direction issued by the Australian Communications and Media Authority (ACMA) to provider Teleforce Pty Ltd trading as Urban Telecom (Urban Telecom). The TIO referred Urban Telecom to the ACMA for investigation in August 2023 following several complaints made by consumers.

The ACMA found that Urban Telecom contravened two clauses of the Telecommunications Consumer Protections Code. Firstly, for failing to ensure that its sales representatives are appropriately trained to promote and sell in a fair, transparent, responsible and accurate manner. Secondly, for failing to keep appropriate records.

The ACMA has issued Urban Telecom with a direction to comply with relevant sections of the Telecommunications Consumer Protections Code. Providers face penalties of up to $250,000 if they breach a direction to comply notice. 

The TIO works with phone and internet providers to resolve complaints consumers make about their services. Under our Terms of Reference, the TIO can share information with the ACMA or another regulator about conduct by a TIO member that may be relevant to the compliance or enforcement roles of that regulator. 

Notes to Editors
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