Australia: When trouble calls: A wrap-up of telco regulatory action in 2022 - Holding Redlich

Australia: When trouble calls: A wrap-up of telco regulatory action in 2022 - Holding Redlich



18 December 2022

Holding Redlich




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The ACMA and the ACCC have been very active in the telco space this year, pursuing a number of phone and internet providers on various issues. We summarise a selection of these below.


Disadvantaged and vulnerable customers


The ACMA declared that dealings with disadvantaged and vulnerable customers were a compliance priority. In January, following an audit, the ACMA found that Southern Phone Company Ltd breached consumer protection rules regarding disadvantaged and vulnerable customers as not all sales staff had completed the required 'Don't take advantage of the Disadvantaged'1 training. In May, the ACMA set out a new industry Statement of Expectations, which made clear that telcos must be proactive in identifying and dealing with vulnerable customers.


Internet speeds


Internet speeds again dominated the headlines with the ACCC and the ACMA punishing telcos in this regard. In March, Optus and TPG were required to refund over $4.4 million and $2.1 million respectively, for failing to notify tens of thousands of customers that their internet plans couldn't reach the maximum speed advertised based on the available NBN infrastructure. In December, the ACCC instituted Federal Court proceedings against Telstra for allegedly making false or misleading representations about upload speed to residential broadband customers of its budget brand, Belong.


Billing errors


In April, Telstra paid over $2.2 million in refunds and penalties following billing errors, again in relation to the Belong-branded broadband services. Telstra said the errors were due to its internal systems, including ..

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