In March 2025, the TIO directed Best Telcom Group Pty Ltd (Best Telecom) to reimburse a customer money linked to service cancellation and overdraft fees. When Best Telecom failed to uphold the decision, the TIO referred the matter to the ACMA.
After investigating, the ACMA found Best Telecom failed to uphold consumer safeguards under the TIO scheme and the Telecommunications Act 1997. The ACMA issued a remedial direction for Best Telecom to refund the customer in line with the TIO decision and to implement staff training, processes and new systems.
If Best Telecom does not comply with the remedial direction, the ACMA may take the matter to the Federal Court, where significant financial penalties could apply.
As stated by Ombudsman Cynthia Gebert
"When a binding decision is made by the Ombudsman, telcos are required by law to follow it. Most of the telcos who are part of our scheme follow those decisions, but when they don't - escalation is necessary.
"This enforcement action taken by the regulator is a reminder that consumer protections are there so people can trust they will be treated fairly by their telco. When they're not, it's important there are consequences and a clear pathway to put things right."
