Aussie Broadband accepts the ACMA ruling on information standard

August 6th, 2019 - Get new posts sent straight to your inbox, click here. Melissa Phillips

ISP Aussie Broadband said today that it accepted the ACMA ruling on finding it breached compliance on the new Consumer Information Standard.

Managing Director Phillip Britt said that the ACMA found 4 discrepancies with Aussie Broadband’s key fact sheets and associated information and the company had moved immediately to fix them.

They included:
•    That speed plans on Aussie Broadband’s website also included name descriptions such as “family” and “everyday” which were not mentioned on the corresponding fact sheet
•    That the fact sheet did not state the tier speed is the maximum download speed available during off-peak periods
•    That Aussie Broadband outlined what it does for customers who have ordered a speed their line is not capable of achieving (testing etc) but did not provide specific advice about remedies the customer can choose from
•    That Aussie Broadband did not specify on its website the hours over which the busy period applies

“We’re disappointed to receive a fine in these circumstances but we understand the ACMA’s position in representing consumers,” said Phil.

“Aussie Broadband has a strong value of transparency in our dealings with customers – proven by practices such as publishing our daily CVC graphs – and we believe recent results such as the independent Canstar ISP customer satisfaction results show that customers appreciate that.

“We look forward to continuing to work with regulators on ways to better improve customer experience.”

ENDS
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