Australia's communications watchdog ACMA today sent a formal warning to internet provider Dodo for breaching the Telecommunications Consumer Protections Code, following an investigation which found that Dodo did not send alerts to 3,300 Dodo customers in October 2013 and nearly 2,000 fixed broadband customers in November 2013 who were approaching the limits of the download quotas.
The code specifies that carriers must alert customers when they have used 50%, 85% and 100% of their data allowances.
ACMA chief Chris Chapman said Dodo co-operated with the watchdog’s investigation and has since rectified the issue.
“Once its failure to send the alerts was identified in its response to the ACMA’s enquiries, Dodo worked swiftly to fix the information technology faults that had prevented the alerts from being sent," Chapman said in a statement.
“Dodo also compensated affected customers and had capped the excess usage charges."
Affected customers were on average charged an excess of between $15 and $39 dollars as a result of the calibration issue.
ACMA said Dodo compensated affected customers and has now capped the excess usage charges. Dodo advised the ACMA in February this year that its system issues had been resolved.
An ACMA audit of seven large and medium-sized telcos to assess usage alert compliance found only Dodo was in breach.
“It’s heartening to see that industry is embracing these new rules and actively promoting spend management tools to their customers,” Chapman said.