Action on telco consumer protections: July to September 2021

Protecting vulnerable telco customers

We started 20 compliance assessments on telco compliance with the:

• TCP Code rules on training in responsible selling, credit checks, customer consent and debt management (5).
• Complaints Handling Standard and TCP Code rules on contactability and customer service (11).
• Complaints Handling Standard and TCP Code rules about delays in resolving complaints (2).
• Telecommunications Act 1997 (Telco Act) rules on breaching a direction to comply with TCP Code billing provisions (2).

We also started 3 investigations into telco compliance with the TCP Code rules on responsible selling and training of sales staff.

We completed 10 compliance assessments into telco compliance with the:

• TCP Code rules on training in responsible selling, credit checks and debt management (5).
• Complaints Handling Standard and TCP Code rules about delays in resolving complaints (3)
• Telco Act rules on breaching a direction to comply with TCP Code billing provisions (2).

We completed one investigation where we gave a direction to Optus to comply with the billing accuracy provisions in the TCP Code. We found that Optus continued to bill 994 small and medium-sized businesses after they had transferred their service to other telcos. Optus confirmed it has refunded over $775,000 to affected customers.

On 14 July 2021, we released an audit report, Assisting and protecting vulnerable consumers: Audit of telco approaches to compliance with TCP Code rules. It recognised the positive practices of several telcos but also flagged areas of concern. The findings included:

• Some telcos were not training staff at appropriate intervals (within 12 months) to recognise or deal appropriately with vulnerable consumers.
• The telco sector needs more consistent monitoring of sales staff at more senior levels. This will improve outcomes for vulnerable consumers.

We started an audit into 11 telcos on their compliance with contact and customer service-related obligations in the TCP Code and Complaints Handling Standard.

We looked into telco compliance with rules that prevent identity theft by mobile porting fraud. These are found in the Telecommunication (Mobile Number Pre-Porting Additional Identify Verification) Industry Standard.

We assessed 290 reported incidents of mobile number fraud associated with multiple telcos.

New figures showed telcos blocked over 214 million scam calls from December 2020 to June 2021. The number of scam calls blocked has been rising each quarter. Telcos are taking these actions under the Reducing Scam Calls Industry Code registered by us on 2 December 2020.

Other telco compliance activities

We started 17 assessments into telco compliance with consumer safeguards. We also completed 19 compliance assessments into telco compliance with:

• The NBN Consumer Information Standard (1).
• The NBN Service Migration Determination (2).
• NBN service continuity rules (2).
• Telecommunications (Consumer Protection & Service Standards) Act 1999 (TCPSS Act) rules on complying with the TIO scheme (1).
• TCPSS Act rules on joining the TIO scheme (3)
• Telco Act rules on statutory infrastructure providers publishing their wholesale terms and conditions (1).
• Emergency Call Service Determination rules on Triple Zero access (5).
• CSG Record Keeping Rules/CSG Benchmarks Instrument (3).
• Payphone Record Keeping Rules/Payphone Benchmarks Instrument (1).

We started 8 investigations into telco compliance with:

• The NBN Consumer Information Standard (1).
• The NBN Service Migration Determination (2).
• TCPSS Act rules on the Customer Service Guarantee (1).
• TCPSS Act rules on joining the TIO scheme (2).
• Telco Act rules on statutory infrastructure providers publishing their wholesale terms and conditions (1).
• The Emergency Call Service Determination on access to Triple Zero (1).

We completed one investigation into a telco’s compliance with an enforceable undertaking to comply with the NBN Service Migration Determination.

View all our finalised investigations into telco providers.

Consultation on statement of expectations for telcos dealing with vulnerable consumers

We released for consultation a draft Consumer vulnerability: expectations for the telecommunications industry. This will improve the way the telco sector supports consumers in vulnerable circumstances.

Submissions closed on 8 September 2021, and can be found on the consultation page.

We appointed 6 consumer organisations to our key telco consumer advisory group, the Consumer Consultative Forum (CCF), for a 3-year term:

• Consumer Policy Research Centre.
• NSW Business Chamber (Business NSW).
• South Australian Council of Social Services.
• Western Community Legal Centre (WEstjustice).
• Consumer Action Law Centre.
• Isolated Children’s Parents’ Association of Australia.