ACMA has formally warned four telcos for breaching rules meant to protect customers facing difficulty with phone and internet bills.
Investigations by the ACMA found breaches of the Financial Hardship Standard by Optus Mobile Pty Ltd, Origin Energy Limited, Skymesh Pty Ltd and Swoop Telecommunications Pty Ltd.
Under rules that came into effect in March 2024, telcos must include certain information in written communications with customers. Bills, reminder notices about overdue bills and communications to identify if a customer is in financial hardship must include information about options for assistance and how to contact their telco for help.
Each of the telcos was found to have failed to provide all the required information in at least one of these types of written communications with its customers.
ACMA member Samantha Yorke said people having trouble paying their telco bills must be informed by their telco how they can contact them and that there are options available to assist them.
“Struggling to pay household bills can be an extremely stressful situation and these rules were put in place to help people going through these circumstances,” Ms Yorke said.
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“All four of these telcos failed to comply with the rules and as a result have let their customers down.”
In addition, both Swoop and Skymesh were found to have failed to ensure their staff who deal directly with consumers were appropriately trained. Under the rules, telcos are required to deliver mandatory financial hardship training to relevant staff before they start dealing directly with customers, and then continue to deliver this staff training annually.
Optus was also found to have failed to include the required information in written notices to customers confirming arrangements for financial hardship assistance.
During the ACMA’s investigations the telcos moved quickly to update their written templates and train their personnel in accordance with the rules. The ACMA considers telcos can do more and it will soon publish guidance to assist industry in supporting their customers and to set out the ACMA’s expectations for compliance.
Telco compliance with the Financial Hardship Standard remains an area of focus for the ACMA in 2025–26 under its enduring compliance priority of protecting vulnerable telco customers.
Adrianne Saplagio is a Content Producer at Comms Room, where she combines her passion for storytelling with her expertise in multimedia content creation. With a keen eye for detail and a knack for engaging audiences, Adrianne has been instrumental in crafting compelling narratives that resonate across various digital platforms.
