The Australian Communications Media Authority (ACMA) has formally warned Telstra, Optus and Vodafone for failing to offer information about products and services that may benefit consumers with a disability.
Under the Telecommunications Consumer Protections Code, telcos are required to provide information about the disability products and services they offer to consumers who have identified having such needs.
“Telecommunications services play a vital role in the lives of all Australians. It is critical that consumers with a disability are able to find out about services and products that may suit their particular needs when making enquiries with their telco,” commented ACMA Chair Nerida O’Loughlin.
According to the ACMA, its investigation uncovered “significant gaps in knowledge and awareness of disability products” among consumer-facing sales staff employed by the telcos.
It kicked off the investigation following research by the Australian Communications Consumer Action Network indicating poor practice by telcos in supplying information to people with disabilities.
‘The ACMA and Australian Communications Action Network work together on important consumer issues and I thank them for undertaking this research,’ said Ms O’Loughlin, noting that following the formal warning, Telstra, Optus and Vodafone indicated they will ensure staff are equipped with the accurate information about products and services for people with a disability.