Sydney-based NBN reseller Infinity Telecom has been sanctioned for failing to provide proper information on its website.
The Australian Communications and Media Authority (ACMA) issued a “remedial direction” to amend the telco’s website when it found that it lacked required information on NBN plans, assistance and complaints handling.
The authority was “particularly concerned” that Infinity Telecom did not make a Financial Hardship Policy available online, as well as summaries of the key details of its NBN plans.
The telco was found not to have provided summary information about typical busy period speeds, online usage levels and technical limitations for NBN plans. It also did not have a complaints-handling process on its website.
ACMA Authority member Fiona Cameron said this action should serve as a warning across the industry. Telcos face fines of up to $10 million if they fail to carry out the requirements of a remedial direction.
“Just because you aren’t a big provider, doesn’t mean you don’t have to take your obligations seriously,” Cameron said.
“These consumer safeguards are there to protect the community and all telcos need to play by the rules, irrespective of the size of the business.”
The ACMA said its investigation was prompted following a referral from the Telecommunications Industry Ombudsman. This action was also the eighth this year against a telco breaching the Consumer Information Standard.