The ACMA has found telco provider Solo Network Pty Ltd breached the Telecommunications Consumer Protections Code (TCP Code) after it failed to comply with its obligations to sell telecommunications products in a fair and responsible manner on 12 occasions.
An ACMA investigation also discovered that, on 2 occasions, Solo Network transferred the telecommunications services of consumers without attaining their consent.
During multiple sales calls between 12 September and 9 October 2019, Solo Network representatives were not clear about relevant features of their product or the purpose of their calls. Some calls also gave a misleading impression that the call was from the consumer’s existing service provider.
Solo Network’s failure to sell in a fair and responsible manner disproportionately affected elderly consumers.
During some sales calls, Solo Network persisted with a sale when it should have been clear the consumer could not make an informed purchasing decision or fully understand the implications of the decision. This meant Solo Network did not properly obtain consumer consent for some service transfers.
The ACMA’s investigation followed a referral from the Telecommunications Industry Ombudsman, who received complaints about the conduct of Solo Network sales representatives.
Solo Network exited the Australian telecommunications market shortly after the investigation commenced in May 2020. As Solo Network is no longer offering telecommunications products or services, the ACMA is unable to take enforcement action in respect of the TCP Code breaches identified in this matter. If Solo Network recommences supplying telecommunications services in Australia, the ACMA may revisit its decision to not take enforcement action.
Monitoring telco compliance with the TCP Code is an ACMA 2020–21 compliance priority. We are continuing to monitor how telcos sell to, and interact with, vulnerable consumers.
To learn more about your rights as a telco consumer, visit the ACMA website.
Read the full Solo Network investigation report.