The 11 telcos formally warned by the ACMA are Activ8me, Aussie Broadband, Dodo, Exetel, Foxtel, MyRepublic, Skymesh, Southern Phone, Spintel, TPG, and V4 Telecom.
Investigations by the ACMA found the telcos contravened the Telecommunications Act 1997 by either failing to inform customers they do not offer PA services, failing to name a telco that does, or both.
PA is a customer status available to anyone diagnosed with a life-threatening medical condition who depends on a reliable fixed-line home telephone service to be able to call for help at any time.
Telstra is the only telco required to provide these services as a condition of its licence, but other telcos may do so voluntarily.
“Telcos need to give consumers the full picture before signing them up to a service. This includes disclosing whether they offer PA," said ACMA chair Nerida O’Loughlin.
“If they don’t offer PA, they must tell people who does.
‘We are concerned about any failure to meet obligations that are targeted at helping people in vulnerable circumstances.”
The ACMA says that following its investigations, the telcos have committed to revise their training and scripts to ensure PA information is accurately communicated.
“Telcos are on notice that PA obligations must be taken seriously,” said O’Loughlin.
“Further enforcement action may be taken if the issues reoccur including directing the telcos to implement effective systems that ensure their PA obligations are being met, or commencing civil penalty proceedings in the Federal Court.”