| Key actions | |
|---|---|
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We made an industry standard requiring telcos to prioritise customer contact during major network outages. |
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We amended the Emergency Call Service Determination to ensure all mobile phones can call Triple Zero after the 3G network shutdown. |
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We published telco complaints-handling data for the September 2024 quarter, identifying the performance of the 34 largest Australian telcos. Telcos received 209,532 complaints, 6.7% lower than the same quarter the previous year. |
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A telco paid 3 infringement notices totalling $12,000,420 for failing to comply with Triple Zero (000) emergency number rules. Another telco paid a $3,004,800 infringement notice after it failed to comply with these rules. |
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We directed a telco to comply with the Telecommunications Consumer Protections Code (TCP Code) rules about proper selling practices. |
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We completed an audit of industry compliance with requirements in the Financial Hardship Standard. |
Telco compliance 2024–25
Protecting telco customers in financial hardship
Compliance with the new Financial Hardship Standard is an ACMA focus. The new rules came into effect on 29 March 2024.
The Financial Hardship Standard improves safeguards for telco customers in financial difficulty. Telcos must:
- establish and promote their financial hardship policies
- identify customers experiencing financial hardship
- provide a better range of options for assistance
- prioritise keeping customers connected.
In the quarter, we undertook an audit of 25 telcos’ compliance with the Financial Hardship Standard. It related to identifying and communicating with financial hardship customers, credit management and staff training. Five investigations were opened, and these are ongoing.
Supporting telco customers experiencing domestic and family violence
Telecommunications are central to everyday living. However, for people experiencing or trying to escape domestic and family violence, these services can be a lifeline.
Supporting telco customers experiencing domestic and family violence is an ACMA compliance priority for 2024–25.
On 10 December, the Minister for Communications, The Hon Michelle Rowland MP, directed us to make an industry standard to protect telecommunications customers experiencing domestic and family violence. We are working closely with the telco industry and domestic and family violence experts to develop a new standard. In February, we will publish a draft standard for public consultation.
Combating scams
We continue to disrupt scam activities and protect Australians. Our quarterly Action on scams, spam and telemarketing report includes the measures we have taken after our investigations.
Other telco compliance activities
We opened 4 investigations into telco compliance with:
- Legislation that requires telcos to comply with the TIO scheme.
- Emergency Call Service Determination rules that require telcos to comply with Triple Zero (000) emergency number requirements.
- TCP Code rules that set out telco selling practices.
- Rules in the TCP Code and the Complaints Handling Standard that protect consumers from debt collection activities for amounts that are the subject of a complaint.
We completed 7 investigations into telco compliance with:
- TCP Code rules that set out telco selling practices.
- Emergency Call Service Determination rules that require telcos to comply with Triple Zero (000) and 112 emergency number requirements (3).
- Service Migration Determination rules that require telcos to test the speeds of NBN services and take actions if those speeds do not meet the customer’s plan.
- Mobile Number Pre-Porting Identity Verification Standard rules that require telcos to do customer identity checks to confirm Rights of Use and prevent unauthorised porting of mobile service numbers.
- Scam Code rules to disrupt, monitor, report and share information on scam activity in Australia.
Our compliance and enforcement outcomes for the quarter included:
- Optus paying 3 infringement notices totalling $12,000,420. Optus experienced a nationwide outage that prevented its landline customers and some mobile customers from dialling Triple Zero (000). The outage also impacted other service providers that use Optus wholesale services.
- Telstra paying a $3,004,800 infringement notice. Telstra experienced an outage in its Triple Zero (000) and 112 call centre that prevented it from transferring 148 calls to emergency services.
- Directing Kangaroo Telecom (trading as Telsim) to comply with the selling practices rules in the TCP Code.
We also completed an audit under the Complaints Handling Standard. It covered:
- the effectiveness of telco processes and systems for monitoring and analysing complaints
- identifying and addressing systemic issues and problems to prevent them from recurring.
In February, we expect to publish a report on the audit’s findings as part of public consultation on a draft revised standard.
We monitored compliance with 8 court-enforceable undertakings during the quarter. These set out the actions telcos must take to improve their compliance with telco laws. They should result in improved consumer outcomes in the future. No compliance issues were identified.
View our enforcement actions for breaches of telco laws.
We started 40 compliance assessments and completed 64 compliance assessments into telco compliance with consumer safeguards. These assessments are an important source of industry intelligence. They resulted in investigations, direct compliance contacts with telcos, ongoing telco monitoring and industry education.
Completed compliance activities
Telco complaints-handling
We released the telco complaints report for the September 2024 quarter. For the first time, we published individual telco performance information under new powers granted to us.
Across the industry, complaint resolution times decreased on average from 5.8 days in the June 2024 quarter to 5.5 days in the September 2024 quarter. TIO escalation rates increased slightly from 6.1% to 6.2%.
In the September 2024 quarter, the provider that received the least complaints per 10,000 services was Vonex (3), while Westnet received the most complaints per 10,000 services (254).
The providers that resolved complaints the fastest were Moose Mobile, Circles.Life, Starlink and Woolworths Mobile (one day on average). The provider that resolved complaints the slowest was Telstra (10 days on average).
The provider with the lowest TIO referral rate was Lebara (1.6%), and the provider with the highest TIO referral rate was Tangerine Telecom (81.5%). We are working with Tangerine to understand why its TIO referral rate is so high.
In February, we will release for public consultation revised rules for how telco providers must handle consumer complaints. The proposed amendments will focus on improving outcomes for consumers. This includes during network outages, and aligning telco obligations with consumer expectations.
Review of telco numbering plan
In early 2024, we commenced a review of the Telecommunications Numbering Plan, ahead of its sunset in April 2025. This review will help us:
- promote effective and efficient numbering arrangements
- ensure the rules remain relevant in an innovative and changing environment.
On 13 November 2024, we published a consultation paper inviting public submissions on an updated draft instrument. The 90-day consultation period closes on 12 February 2025.
Stakeholder forums
The Consumer Consultative Forum (CCF) offers the ACMA advice and consumer views on policy and regulatory issues affecting telco consumers. It consists of ongoing and set-term members.
CCF members met on 13 November 2024 to discuss the 2024–25 work plan and shared objectives. We provided members with an update on the development of new rules that will strengthen telco consumer protections. This includes work we have been doing to implement recommendations from the:
- Optus outage review
- TCP Code review
- scams prevention framework.
The next CCF meeting will be held on 4 March 2025.
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Check the accessibility file for the information shown in the chart above.
