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Ombudsman welcomes action by ACMA for breaches of consumers codes and standards

The Telecommunications Industry Ombudsman welcomes the enforcement action by the Australian Communications and Media Authority (ACMA) to direct a telecommunication s provider to include information on its website about its NBN plans, financial hardship assistance, and complaint handling processes.

Infinity Telecom was referred to the ACMA by the Telecommunications Industry Ombudsman after a systemic investigation revealed breaches of multiple consumer safeguards including the ACMA Complaints Handling Standard and Consumer Information Standard, and the Telecommunications Consumer Protection (TCP) Code.

When a systemic issue is identified, the Telecommunications Industry Ombudsman works with the concerning phone and internet providers to make improvements to their systems, processes or practices. Where a systemic issue cannot be resolved, the matter is referred to the regulators for consideration and possible action.

Phone and internet providers face fines of up to $10 million if they fail to carry out the requirements of a remedial direction issued by the ACMA.

Ombudsman Judi Jones said “The ACMA Standards and the TCP Code set out obligations providers need to meet and apply to all providers, whether they are big or small. The ACMA Standards and the TCP code are important safeguards for consumers to make informed decisions about telco products and services, knowing their rights about making a complaint, or seeking financial hardship assistance.”





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About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for consumers and small businesses who have an unresolved complaint about their phone or internet service. Consumers and small businesses should contact or 1800 062 058.

The Telecommunications Industry Sector

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) Media enquiries to 02 9334 7719, 0434 652 063 or and the Australian Competition and Consumer Commission (ACCC) Media enquiries to 1300 138 917,

Government and the regulators set policy and regulations for the telecommunications sector.

Communications Alliance is the peak body for Australian communications industry Media enquiries to Sefiani Communications, ( 61 431 478 558.

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services. Media enquiries to 0409 966 931 or 02 9288 4000.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.