The ACMA has formally warned three telcos for failing to join the Telecommunications Industry Ombudsman (TIO) scheme.
ACMA investigations found that Office Automation Mackay Pty Ltd, Cellect Australia Pty Ltd, and The Trustee for J & T Tripodi Trust (trading as Tricorp Technologies) contravened the Telecommunications (Consumer Protection and Service Standards) Act 1999 by failing to join the scheme when required.
All three telcos are now members.
The TIO scheme is an independent dispute-resolution service for customers with an unresolved complaint about their phone or internet service.
By failing to join the scheme, the telcos denied their customers proper access to dispute-resolution avenues.
All eligible telcos in Australia have a legal obligation to join the TIO scheme and comply with decisions made by the TIO.
All three telcos were referred to the ACMA from the TIO for failing to join the scheme. The TIO had made several attempts to get the telcos to join the scheme before formally referring the matter to the ACMA.
Telcos that fail to comply with their obligations under the TIO scheme can expect the ACMA to take action and publish its findings.
The ACMA can seek Federal Court penalties of up to $10 million for companies that fail to comply with decisions of the TIO, and up to $50,000 for each contravention by an individual.
The ACMA encourages people who are thinking of switching telcos to check if the new provider is a member of the TIO scheme so they have access to the services provided if needed.