Foxtel breaches telemarketing standards

Foxtel has paid a $25,200 infringement notice for breaching laws that require telemarketers to end a call immediately when asked.

An ACMA investigation found that Foxtel continued to sell its products and services within calls after consumers indicated they wanted to end the calls. The Australian Communications & Media Authority also found Foxtel did not have adequate contractual arrangements in place with a call centre it used.

“Consumers have the right to end a telemarketing call at any time during the call. It’s unacceptable for a call to continue once someone has indicated they want it to stop,” said ACMA Chair Nerida O’Loughlin.

“The ACMA will act when aggressive marketing practices don’t meet acceptable standards,” said Ms O’Loughlin.

“Telemarketers are on notice to listen and respond appropriately to consumers and take their obligations seriously,” added Ms O’Loughlin.

A Foxtel spokesperson told Mumbrella: “Foxtel takes its legal obligations very seriously and has strict contractual agreements in place that we feel adequately address the requirements put forth by ACMA.

“We also have a robust compliance and training framework for our staff to ensure they meet the telecoms standards. Unfortunately, a small number of instances occurred, which didn’t meet ACMA’s, or Foxtel’s, standards. We are continuing to review our training processes to remind staff of our responsibilities and to avoid any future instances like these.”

The Telemarketing Industry Standard sets out minimum obligations for all telemarketing calls that set out clearly permitted calling times, the information to be provided during calls and when calls must be terminated.