On April 16, 2022, an incident occurred that affected 3,248 customers of Aussie Broadband. According to a recently published investigation report [pdf] by the Australian Communications and Media Authority (ACMA), the provider sent 5,287 “inaccurate usage notifications” to these customers.
The investigation report, dated October 2022, was made public by ACMA yesterday. The authority initiated the investigation following a referral from one of the affected customers.
During the investigation, it was found that Aussie Broadband violated a clause of the telecommunications consumer protections (TCP) code.
According to ACMA’s report, Aussie Broadband stated that the 3,248 recipients of the usage notifications were customers who had agreed to or entered into a telecommunications product arrangement, specifically a broadband plan with an included data allowance.
The cause of the issue, as explained by Aussie Broadband, was an IT system fault that led to erroneous recording of data usage exceeding the limits for some customers when, in fact, they had not surpassed their allocated data allowance.
