The co-regulatory scheme established under Schedule 5 of the Broadcasting Services Act 1992 applies to Internet service providers and Internet content hosts. Amcom promotes the supply of Internet carriage services at performance standards that meet community needs and complies with the principles laid down in this legislation.
The Act encourages the development of codes of practice to cover these sections of the Internet industry. The current codes were developed by the Internet Industry Association and registered by the ABA (now ACMA) on 9 May 2002.
Regulations and Codes of Practice under the Act, including compliance criteria may be obtained from the ACMA and the IIA.
Content Filtering
Amcom conforms to the legal requirements for content filtering to be made available to our customers, and we support the use of approved content filtering services - Websense and Secure Computing.
These are available on a commercial basis, and further information is available by following the links above.
If you have a complaint, or any enquiries relating to Amcom’s compliance with the Act, please contact us on 08 9244 6000.
Complaint Handling Policy
It is Amcom’s policy to handle complaints as part of the overall strategy to satisfy the needs of customers using our services.
Any expression of dissatisfaction will be treated as a complaint and dealt with accordingly.
Complaints will be handled confidentially, fairly and promptly. We train staff to be courteous, positive and offer constructive solutions, to the complainant.
Formal written complaints will be documented, acknowledged and escalated as appropriate to senior management.
Complaints Procedure
If you are dissatisfied with Amcom’s services, you will be encouraged to make this fact known at the time of your dissatisfaction to the persons directly involved or email support@amcom.com.au - a case number for reference will be provided.
If you are not satisfied with the initial outcome of your complaint, it will be referred to a senior staff member who will then review your complaint and the manner in which it was handled and will contact you to discuss the proposed resolution.
Escalation of Complaints
The Telecommunications Industry Ombudsman (TIO) can also resolve disputes between telecommunication companies and their customers. The TIO is an independent body that provides a free service. TIO describes itself as an office of last resort and only takes up a complaint if the customer has first tried to resolve it with the relevant company.
Freecall: 1800 062 058
Freefax: 1800 630 614
TTY: 1800 675 692
Translator and Interpreter Service: 131 450
Email: tio@tio.com.au
The Office of Fair Trading (or similar) in your State or Territory may also investigate consumer complaints.