Action on telco consumer protections: October to December 2020

Protecting telco customers

We sent notices to a number of telcos to collect information about their compliance with the rules for dealing with disadvantaged and vulnerable consumers.

We started 12 compliance assessments under the Telecommunications Consumer Protections (TCP) Code rules. These related to responsible selling practices and dealing with consumer advocates.

We completed one of these compliance assessments.

We also finalised one investigation into compliance with the TCP code rules on responsible selling and customer transfer obligations.

A better move to the NBN

We started 2 investigations and commenced 36 compliance assessments. Of these, 31 related to compliance with NBN Consumer Information Standard and 5 related to the NBN service continuity rules.

We completed 2 compliance assessments under the NBN service continuity rules and 31 compliance assessments under the NBN Consumer Information Standard.

We also finalised one investigation into compliance with the NBN service continuity rules.

Mobile porting fraud (scams)

We monitor industry compliance with the identity verification rules in the Pre-Porting Identity Verification Standard. These rules are intended to help prevent mobile number fraud and associated identity theft.

We commenced 3 investigations into compliance with these rules.

We started 3 investigations into telco compliance with:

• Telecommunications (Consumer Protection & Service Standards) Act 1999 (TCPSS Act) rules on joining and complying with the Telecommunications Industry Ombudsman (TIO) scheme (2)
• local number portability obligations in the Telecommunications Numbering Plan 2015 and the Local Number Portability Industry Code (1).

We finalised 5 investigations into telco compliance with the TIO scheme and one investigation into the Complaints Handling Standard.

We began 4 compliance assessments into telco compliance with:

• the Complaints Handling Standard (2)
• Telecommunications Act 1997 (Telecommunications Act) rules on connecting premises on reasonable request by a carriage service provider (1)
• TCPSS Act rules on complying with the TIO scheme (1)

We completed 2 compliance assessments into telco compliance with:

• TCPSS Act rules on complying with the TIO scheme (1)
• TCPSS Act rules on joining the TIO scheme (1)

* The ACMA does not generally publish the names of entities that have not been found in breach or where enforcement actions have not been finalised or published.

We registered a new version of the Emergency Call Service Requirements Code. The code includes modest updates to align it with the Emergency Call Service Determination.

The code deals with how the emergency call service operates and requires telcos to ensure:

• people have access to the emergency call service in an emergency or where a response is required from an emergency service organisation
• what carriers and CSPs need to do in relation to the emergency call service are clearly documented and understood
• public understanding and appropriate use of the emergency call service is promoted
• relevant parties communicate effectively where technical issues affect the operation of the emergency call service.

Revised NBN consumer experience rules

On 16 October 2020, we made enhancements to the NBN consumer experience rules.

The enhancements expand the number of businesses protected by the rules. They also make the rules clearer and more flexible for telco providers without sacrificing important consumer safeguards.

The enhancements to the Service Continuity Standard and Service Migration Determination started on 14 December 2020, while most enhancements to the Complaints Handling Standard and Consumer Information Standard will start on 1 April 2021.

Consultation on proposed service standards for superfast fixed broadband services

On 10 November 2020, we began a consultation on proposed service standards for superfast fixed broadband services. Submissions closed on 9 December 2020.

Consultation on sunset review of mobile premium services (MPS) determinations

On 30 November 2020, we began a consultation on a proposal to allow the current mobile premium service determinations to cease. Submissions closed on 17 January 2021.

This report looks at how telcos supported and assisted law enforcement and national security agencies in 2019–20. It provides information on the cost of compliance with the requirements of Part 14 of the Telecommunications Act and the data retention regime.

This report is made under the statutory requirements of subsection 105(5A) of the Telecommunications Act.

We updated guidance for telcos who are required to record and report complaints to the ACMA under the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.

The guidance now offers practical examples to help telcos understand the records they need to keep and how to calculate services in operation and complaints for reporting. We’ve included troubleshooting tips for lodging reports.

We have also updated our online information for telcos on the rules for handling complaints.

The ACMA’s consumer advisory group, the Consumer Consultative Forum, met online on 12 October 2020. Issues discussed by key consumer, industry and government stakeholders included:

• the impact of COVID-19 on telecommunications services
• the impact of the 2019–20 summer bushfires on telecommunications networks
• consumer vulnerability.