The ACMA has issued Skymesh Pty Ltd (Skymesh) with a formal warning for failing to comply with telco industry rules on complaints record-keeping.
An ACMA investigation found Skymesh failed to meet its obligations on 20 occasions between July 2022 and October 2024.
Under the rules, each quarter telcos with more than 30,000 active services are required to prepare and then provide a report to the ACMA on the number of complaints it received within 30 days of that quarter ending.
Following concerns raised by the ACMA, Skymesh has submitted the required complaints reports to the ACMA in accordance with the specified timeframes since December 2024.
If Skymesh fails to comply with record keeping rules again in the future, the ACMA may issue an infringement notice or commence proceedings in the Federal Court.
The Telecommunications (Consumer Complaints) Record-Keeping Rules 2018 are central to the broader telco consumer complaints-handling framework, which helps consumers receive fair, timely and effective resolution of any concerns with their telcos.
The ACMA regularly publishes rankings of Australian telcos in relation to their customer complaint handling metrics. These rankings are informed by the complaints reports filed by telcos under the complaints record-keeping rules. The most recent ranking is available on the ACMA's website.
The ACMA has an enduring compliance and enforcement priority to protect vulnerable telco consumers. This includes a focus on telcos' compliance with their complaints handling responsibilities as all customers, and particularly those in vulnerable circumstances, rely on compliance with these rules.
