According to the ACMA, it is imperative that telco providers remain connected to service consumers during this time period.
The regulator has issued the following statement:
“The ACMA recognises that the telecommunications industry is providing critical services during the COVID-19 pandemic.
“Telco providers are working with the Australian Government to ensure consumers and small business, including those experiencing hardship, remain connected during this time. In the circumstances, it is important that telcos are able to focus their resources on the most urgent needs of customers.
“The ACMA has agreed to exercise forbearance by not taking enforcement action for non-compliance with specific provisions of the Telecommunications Consumer Protections (TCP) Code, as long as the relevant telco provider meets alternative commitments.
“Telco peak body Communications Alliance Ltd has made these alternative commitments which are set out on the Communications Alliance website.
“The forbearance generally relates to extended timeframes and more flexibility for telcos to meet some consumer protection obligations until 31 July 2020.
“The ACMA will continue to enforce all other provisions of the TCP Code, including critical consumer protection safeguards related to credit management, disconnections and financial hardship.
“This regulatory forbearance will also be exercised in favour of telco providers who are not members of Communications Alliance provided that they meet the commitments as set out on the Communications Alliance website.
“To stay up to date on issues of regulatory relief, subscribe to our Telco Matter newsletter.
“Visit our website for more COVID-19 information for industry."