Southern Phone fined $244,000 for failing to handle customer complaints

Southern Phone Company Limited has been fined $244,140 for failing to adequately manage customer complaints. An investigation by the Australian Communications and Media Authority (ACMA) found that Southern Phone breached telecommunications complaint handling regulations on 77 occasions between April and June 2023.

According to ACMA, Southern Phone failed to notify a customer of delays or implement a resolution within ten working days on 38 occasions. The media watchdog also found in its investigation that the company didn’t keep adequate complaint-handling records on 39 separate occasions.

Southern Phone’s under-resourcing

SmartCompany understands that Southern Phone cooperated with the investigation and accepted ACMA’s findings.