World News – UA – Telco J2 Net cops warn about complaints standards


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Sydney-based telecommunications company J2 Net has received an official warning from the telecommunications industry regulator regarding its complaints handling process

The Communications and Media Authority of Australia (ACMA) issued an official warning to J2 Net, which provides broadband internet and phone services, after finding that its documented complaints process was not meets minimum standards

This warning follows an investigation by the regulator to assess J2 Net’s compliance with the rules of the country’s telecommunications operators and found that the company’s written complaints handling process did not include time limits clear for each step of the complaints process, or did not indicate when a consumer can complain

The document also stated that J2 Net’s complaints handling process may not be free in all cases, ACMA said, with the investigation concluding that J2 Net had violated the standard of the telecommunications industry (handling of consumer complaints) 2018

Under the standard, the complaints handling processes of telecom operators must specify deadlines for the handling and resolution of complaints.They must also have procedures for prioritizing or escalating complaints, as well as being free to consumers, ACMA said

In July, ACMA sent official warnings to four telecommunications companies for failing to adhere to a mandatory small business-to-consumer dispute resolution program

The move follows an ACMA investigation which found that ATS Telecoms, Bottle Communications, Dataphone and Essential Online, trading as Essential Telco, were all non-compliant with the program, in violation of Telecommunications Act 1999 (Consumer Protection and Service Standards) result

In fact, telecom operators have ignored multiple TIO requests to join the program, says ACMA president Nerida O’Loughlin However, all four companies became members of the regime

In February, ACMA warned 15 telecommunications providers not to comply with laws that support emergency services

As a result of ACMA’s investigations, telecom operators have received formal warnings for failing to provide data or providing inaccurate data to the Integrated Public Numbers Database (IPND)

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World News – UA – Telco J2 Net Cops Warn Against Complaint Handling Standards
Associated title :
Telco J2 Net cops warning on Complaints Handling Standards
J2 Net Warned Against Complaints Handling Processes


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