The ACMA began its investigation following advice from the IPND Manager that some Macquarie Telecom customer data had not been received by, and uploaded to, the IPND since 23 March 2010.
The ACMA says that of its approximately 1.4 million services in operation, Macquarie Telecom did not have fully accurate records for 142,499 services - involving 1,272 different customers - in the period between 23 March 2010 and 3 July 2015.
The investigation found that of this total, 130,883 services - those ported in to Macquarie from other providers - had only those customer details entered in the IPND by the previous providers. For the remaining 11,616 services, no IPND record was made by Macquarie Telecom.
The ACMA has now directed Macquarie Telecom to comply with the Code (escalating enforcement options for any further breach) and has accepted an enforceable undertaking (EU) offered by Macquarie Telecom.
The undertaking, enforceable in the Federal Court, commits Macquarie Telecom to upgrading its data collection and reconciliation procedures, engaging an independent auditor to review its processes, instigating a comprehensive education and training program, and reporting to the ACMA.
The acting ACMA Chairman, Richard Bean says “failure by a telco to provide customer information to the IPND is an issue that the ACMA takes very seriously, particularly given emergency service organisations rely on it to respond to calls to Triple Zero”.
Bean said Macquarie Telecom cooperated fully with the ACMA during the investigation and has acknowledged that the authority had reasonable grounds to make its findings.
He also acknowledged that Macquarie Telecom initiated many improvements ahead of the ACMA’s findings and that it will closely monitor Macquarie Telecom’s compliance with the EU and direction.
Bean says the ACMA has accepted four enforceable undertakings under section 572B of the Telecommunications Act in relation to breaches of IPND requirements by other service providers over the past eight years.