Communications provider Potukuchi Trading Pty Ltd, Trustee for Global Financial Solutions, trading as 1800 BizPhone has paid $7,800 to a customer after intervention from the Australian Communications and Media Authority (ACMA).
In May 2021, the Telecommunications Industry Ombudsman (TIO) issued a determination requiring 1800 BizPhone to pay a customer $7,800 within 15 working days as settlement of an escalated complaint.
As a member of the TIO Scheme, 1800 BizPhone is required to abide by the Ombudsman’s decisions. As 1800 BizPhone failed to pay the amount, the matter was referred to the ACMA for investigation.
The ACMA investigation found that as 1800 BizPhone failed to comply with the TIO decision, it contravened the Telecommunications Act 1999.
The ACMA issued a remedial direction to 1800 BizPhone requiring it to refund the amount. In response to the remedial direction 1800 BizPhone paid the required amount to its customer.
The TIO Scheme is Australia’s independent resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. It protects consumers by providing the ability to have a complaint heard by an independent party.