| Key actions | |
|---|---|
 |
We published our Telecommunications complaints handling report |
|
We published our NBN Wi-Fi modem study |
 |
We gave remedial directions to 2 telcos for NBN-related investigations |
|
We finished 15 other telco investigations and issued 11 directions and 1 formal warning to 12 telcos |
|
6 providers paid a total of $75,600 for infringement notices issued |
 |
We finished 27 compliance assessments |
 |
We released 2 discussion papers |
Telecommunications complaints handling report
We published our first Telecommunications complaints handling report on 10 July 2019, covering July to December 2018. We collected data about complaints made by customers directly to their telco.
NBN Wi-Fi modem study
We published a study on 4 July 2019 highlighting the impact modems and routers have on the performance of internet services delivered over the National Broadband Network (NBN).
Compliance with new NBN consumer rules
We began 1 investigation into compliance with the Complaints Record-Keeping Rules and 1 assessment into compliance with the Complaints Handling Standard.
We finished 2 investigations into telco compliance with the NBN consumer experience rules. 1 investigation found that a telco failed to comply with the Service Continuity Standard and the Service Migration Determination. The other investigation found that a telco breached the Complaints Handling Standard and the Consumer Information Standard.
We also finished 8 assessments into compliance with the Complaints Handling Standard (1), the Service Continuity regulations (1) and the Consumer Information Standard (6).
Figure 1: Finished compliance activities
Finished investigations and enforcement
Table 1: Investigation outcomes (NBN consumer experience rules)
|
Details |
Provisions investigated |
Enforcement outcome |
|||
|---|---|---|---|---|---|
|
Provisions of the NBN Consumer Information Standard and Complaints Handling Standard |
|||||
|
Infinity Telecom Pty Limited |
Failure to provide summarised information about typical busy period speeds, online usage levels and technical limitations for NBN plans
Failure to have a complaints-handling process on its website
|
|
Remedial direction issued on 6 August 2019 |
||
|
Provisions of the NBN Service Continuity Rules |
|||||
|
iiNet Ltd |
Failure to take all reasonable steps to manage NBN migration
Failure to supply an interim service to a consumer’s premises |
|
Remedial direction issued on 8 August 2019
|
||
Other compliance activities
We began 15 investigations into telco compliance with the requirements to accurately populate the Integrated Public Number Database.
We also began 1 investigation into telco compliance with the TCP Code, 1 into the requirement to comply with the TIO scheme and 1 into the Prepaid Identity Checking Determination.
We finished 15 investigations into telco compliance with the TCP Code.
We finished assessments of 4 telcos’ (Telstra, Optus, iiNet, and Dodo) compliance with the Customer Service Guarantee — all met the required benchmarks.
We finished 15 assessments into requirements under the Emergency Call Service Determination, TCP Code and Mobile Phone Base Station Deployment Code.
Figure 2: Finished compliance activities (other than new NBN consumer rules)
Finished investigations and enforcement
Table 2: Investigation outcomes (other than NBN consumer rules)
|
Organisation* |
Details |
Provisions investigated |
Enforcement outcome |
|
Provisions of the Telecommunications Consumer Protections Code C628:2015 |
|||
|
Infinity Telecom Pty Limited |
Critical information summary and financial hardship policy requirements |
|
Direction issued on 6 August 2019 |
|
Novel Telecom Pty Ltd CNS Group Australia Pty Ltd Simply NBN Pty Ltd Voiteck Pty Ltd Real Sim Pty Ltd Uniti Wireless Limited Exetel Pty Ltd Telco4u Pty Ltd Trikon Pty Ltd Red Broadband Pty Ltd Three other telcos* |
Compliance monitoring requirements |
|
10 directions issued on 13 September 2019 |
|
M2 Commander Pty Ltd |
Changing suppliers requirements |
|
Formal warning issued on 16 September 2019
|
* We don’t publish the names of entities that have not been found in breach or where enforcement actions have not been finalised or published.
Discussion papers
International Mobile Roaming Determination
We proposed changes to the regulation of international mobile roaming (IMR) services, including a draft Service Provider Determination to replace an existing Industry Standard.
Submissions closed on 9 September 2019.
Post-implementation review of the NBN consumer experience rules
We reviewed the effectiveness and efficiency of the NBN consumer experience rules.
Submissions closed on 5 September 2019.
More information
Subscribe to our newsletters to get updates about our actions on telecommunications safeguards.
Access the data
Download the data for the charts in this report.