Clause Obligation Customer Particulars of alleged contraventions Date of contraventions Clause Advise the Customer A On 26 May 2016, FuzeNet advised Customer A that a senior technician would 28 May 1 June – 8.2.1(a)(ix) of consumer or be on site on 27 May 2016, to fix the network fault. However, between 28 May 2016 the TCP former customer and 1 June 2016, Customer A continued to have no internet service and had no Code of any delays to status update from FuzeNet despite repeated phone enquiries on 30 May and 1 promised June, and an email on 2 June 2016. timeframes. In an email sent to FuzeNet on 2 June 2016, Customer A stated there had been no status update by FuzeNet on the delays in fixing the service which had been faulty for two weeks. On 2 June 2016, FuzeNet advised Customer A that the senior technician would be sent and that the technician would call Customer A before visiting the site. The ACMA has not been provided with information on the delay in deploying the senior technician to the site on 27 May 2016 or any communication customer’s of the delay to the promised timeframe from 28 May to 1 June 2016 to Customer A. Clause Advise the Customer B On 22 March 2016, Customer B emailed FuzeNet Accounts a billing query to 22 31 March – 8.2.1(a)(xi) of consumer or confirm correct charges for the account based on information provided by 2016 the TCP former customer Sales Manager. In the email, Customer B indicated this query was FuzeNet’s Code of the resolution raised a few weeks ago. On 31 March 2016, FuzeNet Accounts closed the case of the with notes and “Account credited paid”. Complaint, as The ACMA has not been provided with information that Customer B was advised soon as of the resolution of the Complaint.
Clause Obligation Customer Particulars of alleged contraventions Date of contraventions Clause 8.2.1(a)(ix) of the TCP Code Advise the consumer or former customer of any delays to promised timeframes. Customer A On 26 May 2016, FuzeNet advised Customer A that a senior technician would be on site on 27 May 2016, to fix the network fault. However, between 28 May and 1 June 2016, Customer A continued to have no internet service and had no status update from FuzeNet despite repeated phone enquiries on 30 May and 1 June, and an email on 2 June 2016. In an email sent to FuzeNet on 2 June 2016, Customer A stated there had been no status update by FuzeNet on the delays in fixing the service which had been faulty for two weeks. On 2 June 2016, FuzeNet advised Customer A that the senior technician would be sent and that the technician would call Customer A before visiting the site. The ACMA has not been provided with information on the delay in deploying the senior technician to the customer’s site on 27 May 2016 or any communication of the delay to the promised timeframe from 28 May to 1 June 2016 to Customer A. 28 May – 1 June 2016 Clause 8.2.1(a)(xi) of the TCP Code Advise the consumer or former customer of the resolution of the Complaint, as soon as Customer B On 22 March 2016, Customer B emailed FuzeNet Accounts a billing query to confirm correct charges for the account based on information provided by FuzeNet’s Sales Manager. In the email, Customer B indicated this query was raised a few weeks ago. On 31 March 2016, FuzeNet Accounts closed the case with notes “Account credited and paid”. The ACMA has not been provided with information that Customer B was advised of the resolution of the Complaint. 22 – 31 March 2016
Final-investigation-report---FuzeNet-docx.docx