Telecommunications services provider iTalkBB Australia has been warned to take compliance seriously by the telecommunications regulator the Australian Communications and Media Authority (ACMA) over its second breach in less than three years of the consumer protections code.
The direction follows an ACMA investigation that found iTalkBB had breached direct debit, complaints-handling and record-keeping rules in the Telecommunications Consumer Protections (TCP) Code 2015.
“Customers should have confidence that their telco will abide by rules designed to protect consumers,’ said ACMA Chair, Nerida O’Loughlin.
“This direction sends a strong message to iTalkBB Australia that it is time it took code compliance far more seriously to deliver better outcomes for its customers.”
{loadposition peter}Pointing out that this is the second time in under three years the ACMA has taken enforcement action against iTalkBB Australia for breaches of the TCP Code, O’Loughlin stressed that the ACMA can commence proceedings in the Federal Court seeking a pecuniary penalty from a provider that breaches a formal direction.
In this latest breach, iTalkBB Australia failed to give customers 10 working days to check their bill on 43 occasions and did not obtain correct direct debit authorisations from two customers. It also failed to keep records for three complainants and did not document or make available its complaints-handling process.
The TCP rules require that telcos offering direct debit as a payment facility must obtain customer authorisation and comply with that authorisation, and customers must be given at least 10 working days to check their bill before the associated direct debit transaction takes place.
And, telcos must also document and make available their complaints-handling processes.