ACMA hands out TCP Code warnings to Vodafone

Two Vodafone companies have been asked by the Australian Communications and Media Authority (ACMA) to comply with the Telecommunications Consumer Protections Code (TCP Code).

The two companies are Vodafone Pty Limited and Vodafone Network Pty Limited.

The ACMA, Australia’s regulator for broadcasting, the internet, radiocommunications and telecommunications, issued the directions to ensure that the telco “remains focussed on improving outcomes” for its consumers.

According to ACMA Chairman, Chris Chapman, one way to do that is to increase the regulatory consequences of any further breach.

“Vodafone has made positive changes over the course of this year, but from this point on, if either Vodafone company fails to comply with the TCP Code, the ACMA can approach the Federal Court seeking civil penalties of up to $250,000," he said.

The ACMA investigation found that Vodafone had failed to classify and analyse complaints as laid out in the TCP Code, and did not provide information about network performance issues in late 2010 to customer in a timely fashion. Vodafone’s systems for protecting the privacy of customers’ personal details prior to January 2011 was also criticised.

The higher level of scrutiny by the ACMA is due to the regulation body deciding to further improve complaint handling and customer care following its recent Reconnecting the Customer public inquiry.

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