Sydney-based telecommunications company Infinity Telecom has been issued a remedial direction by the Australian Communications and Media Authority (ACMA) for not providing enough information to customers on its website.
An ACMA investigation, instigated from a referral made by the Telecommunications Industry Ombudsman, found Infinity's website did not contain required information about NBN plans, financial hardship assistance and complaints handling.
According to the remedial direction, Infinity needs to establish a handling process for written complaints, advertise its NBN plans without any misleading wording and create a key facts sheet that contains information about its NBN services.
If Infinity Telecom fails to follow the directions of this remedial direction, they can face fines of up to $10 million.
Telecommunications Industry Ombudsman Judi Jones said Infinity's remedial direction notice highlights the need for all telecommunication companies to meet ACMA’s complaints handling standard and consumer information standard, as well as the Telecommunications Consumer Protection (TCP) code, regardless of their size.
“The ACMA Standards and the TCP code are important safeguards for consumers to make informed decisions about telco products and services, knowing their rights about making a complaint, or seeking financial hardship assistance,” Jones said.
ACMA Authority member Fiona Cameron added it was concerning that Infinity failed to provide users with an online Financial Hardship Policy and a key facts sheet.
“It is critical that vulnerable customers experiencing financial hardship are aware of their options,” Cameron said.
“It is unacceptable that any telco neglects to give basic information to consumers to help them choose the right service or make a complaint.”