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Planet ISP complies with TIO determination

08 May 2015

The TIO was first contacted about this complaint by the consumer in July 2013. The consumer’s mobile phone had been stolen while they were on an overseas trip during August 2012. The consumer lodged an urgent request with Planet ISP on the day of the theft that the service be cancelled. The cancellation request was not actioned immediately and the consumer was subsequently direct debited $6,061.28 for international roaming charges accrued after their phone was stolen.  The consumer contacted the TIO for assistance resolving the matter. 

The complaint progressed to investigation and later had to be determined by the Ombudsman. We issued a determination in May 2014 requiring the company to refund $5,115.26 for international call charges arising from these unauthorised calls.  

Planet ISP did not respond to the Ombudsman’s determination and the TIO referred the matter to the industry regulator - the Australian Communications and Media Authority (ACMA). In December 2014, the ACMA issued its own remedial direction to Planet ISP for failing to comply with the TIO scheme. The ACMA indicated its intention to start legal proceedings against Planet ISP.  

It is pleasing that Planet ISP has now complied with the Ombudsman’s determination, refunded the money to the consumer. The complaint is now finalised. 

The TIO works very closely with providers to ensure they are made aware of their obligations. Each provider has an account manager in the TIO’s Industry Engagement team and our dispute resolution teams also work with providers. This system is working well, with very few cases referred to the ACMA.

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