Latest news with #SamanthaYorke
Perth Now
08-07-2025
- Business
- Perth Now
Complaints rise again as telcos frustrate customers
Australians are becoming more frustrated with their phone providers, as the number of complaints escalated to the industry ombudsman when telcos can't solve them continues to rise. Analysis from the communications watchdog released on Wednesday highlighted a near-sevenfold increase in the rate of complaints about the worst-performing company being escalated to the industry ombudsman. racked up 152 complaints per 10,000 services - the most escalations out of the nation's 36 largest telcos in the March 2025 quarter. But its former customers may receive a reprieve, after shut up shop. Its customer accounts were acquired by larger provider Amaysim, which finished above the nation's big-three telcos Telstra, Optus and TPG in the Australian Communications and Media Authority (ACMA) complaints-handling performance table. Amaysim was acquired by Optus in 2021 and uses the larger telco's network, as did Amaysim said the ACMA findings relating to have no implication on their operations and the final customers transferred in June now have access to Amaysim's "award-winning" customer support. More broadly, the rate of customer complaints being referred to the Telecommunications Industry Ombudsman (TIO) has risen for the third consecutive quarter. The report from ACMA says 7.1 per cent of customer complaints were referred to the ombudsman, up from 6.9 per cent in the previous quarter. Referring a complaint to the TIO means the issue was not able to be resolved between customers and their provider. ACMA member Samantha Yorke said having to refer complaints to the ombudsman adds to consumers frustrations about making a complaint in the first place. "The data shows that some telcos need to do a lot more to address complaints so that customers don't have to escalate the matter to the TIO to have it fixed," she said. A spokeswoman for the TIO said customer issues with financial hardship rose 71.9 per cent in the last quarter. Two of the nation's biggest telcos fared particularly poorly in the analysis, with Optus (31st) and TPG (34th) occupying spots near the bottom of the 36 ranked companies for rate of referred complaints. Telstra - Australia's biggest provider - was 18th, with 31 complaints per 10,000 services.
News.com.au
17-06-2025
- Business
- News.com.au
Tab fined $4m for sending thousands of text messages
Australia's largest gambling company Tabcorp has been slapped with a $4,003,270 fine after sending its VIP customers thousands of messages over text and WhatsApp without giving people a way to unsubscribe. The Australian Communications and Media Authority (ACMA) found the waging company sent 2598 SMS and WhatsApp messages to its VIP customers in the three months between February 1 and May 1, 2024. ACMA also found that 3148 SMS and WhatsApp messages did not contain adequate sender information across the same period, and 11 SMS messages were sent without consent between February 15 and April 29, 2024. While these messages were sent to VIP customers, ACMA said there was a difference between them and traditional 'high rollers'. ACMA said customers receiving these messages may not have the same means to deal with significant losses. ACMA authority member Samantha Yorke said the breaches were deeply concerning as they involved noncompliance by a large and established gambling provider that targeted VIP program customers. 'This is the first time the ACMA has investigated and found spam breaches in a gambling VIP program,' she said. 'These programs often involve personalised messages offering incentives such as bonus bets, deposit matching, rebates and offers of tickets to sporting and other events. 'The gambling industry needs to understand that spam laws apply to all direct marketing — whether it's generic campaigns or personalised messages.' The spamming occurred before chief executive Gill McLachlan joined the business. In a statement to NewsWire, Tabcorp acknowledged the ACMA's findings. 'Tabcorp is remediating and significantly improving our processes, systems and overall compliance pursuant to an enforceable undertaking, a TAB spokesperson said. 'Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance.' Under the Spam Act 2003, businesses must have consent before sending marketing messages. But customers who are sent messages with consent must have a way of unsubscribing should they no longer want to receive the communications. 'When people make choices to unsubscribe from a service they must be able to do so easily and their decisions must be respected by companies,' Ms Yorke said. TAB has also entered into a three-year court-enforceable undertaking, which includes an independent review of its direct marketing systems, quarterly audits of its VIP direct marketing, staff training, and regular reporting to the ACMA.
Perth Now
17-06-2025
- Business
- Perth Now
Betting giant fined $4m for spamming VIPs
Australia's largest gambling company Tabcorp has been slapped with a $4,003,270 fine after sending its VIP customers thousands of messages over text and WhatsApp without giving people a way to unsubscribe. The Australian Communications and Media Authority (ACMA) found the waging company sent 2598 SMS and WhatsApp messages to its VIP customers in the three months between February 1 and May 1, 2024. ACMA also found that 3148 SMS and WhatsApp messages did not contain adequate sender information across the same period, and 11 SMS messages were sent without consent between February 15 and April 29, 2024. TAB has been hit with a $4m fine NewsWire / Nikki Short Credit: News Corp Australia While these messages were sent to VIP customers, ACMA said there was a difference between them and traditional 'high rollers'. ACMA said customers receiving these messages may not have the same means to deal with significant losses. ACMA authority member Samantha Yorke said the breaches were deeply concerning as they involved noncompliance by a large and established gambling provider that targeted VIP program customers. 'This is the first time the ACMA has investigated and found spam breaches in a gambling VIP program,' she said. 'These programs often involve personalised messages offering incentives such as bonus bets, deposit matching, rebates and offers of tickets to sporting and other events. 'The gambling industry needs to understand that spam laws apply to all direct marketing — whether it's generic campaigns or personalised messages.' ACMA said TAB did not allow its VIPs an easy option to unsubscribe. NewsWire / John Appleyard Credit: News Corp Australia The spamming occurred before chief executive Gill McLachlan joined the business. In a statement to NewsWire, Tabcorp acknowledged the ACMA's findings. 'Tabcorp is remediating and significantly improving our processes, systems and overall compliance pursuant to an enforceable undertaking, a TAB spokesperson said. 'Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance.' Under the Spam Act 2003, businesses must have consent before sending marketing messages. But customers who are sent messages with consent must have a way of unsubscribing should they no longer want to receive the communications. 'When people make choices to unsubscribe from a service they must be able to do so easily and their decisions must be respected by companies,' Ms Yorke said. TAB has also entered into a three-year court-enforceable undertaking, which includes an independent review of its direct marketing systems, quarterly audits of its VIP direct marketing, staff training, and regular reporting to the ACMA.
7NEWS
16-06-2025
- Business
- 7NEWS
Betting giant Tabcorp fined $4 million for thousands of breaches of spam laws
The communications watchdog has fined betting giant Tabcorp $4 million for thousands of breaches of spam laws. The Australian Communications and Media Authority found Tabcorp sent more than 2500 messages over text and WhatsApp to VIP customers between February and May 2024 without an option for recipients to unsubscribe. The investigation also found a further 3148 messages in the same period were not sent with information about the sender, while 11 texts were sent without consent. It's the first time the watchdog has found breaches of spam laws in gambling VIP programs. VIP programs often contain personalised messages to members offering incentives such as bonus bets, rebates or tickets to sporting events. The watchdog's Samantha Yorke said the breaches of the spam law were concerning. 'VIPs should not be confused with gambling 'high-rollers',' she said. 'These types of gambling VIP programs can involve customers who are not well off and are experiencing significant losses. 'It is utterly unacceptable that TAB did not have adequate spam compliance systems in place.' Under spam laws, messages must be sent with the option for customers to unsubscribe from the marketing material, with businesses also needing consent. The betting giant has already paid the $4 million fine and has agreed to a three-year court undertaking. In a statement, Tabcorp said it was 'remediating and significantly improving' its processes, systems and overall compliance under a new leadership team. 'Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance,' it reads. It will be required to carry out an independent review of its marketing material, run staff training, as well as conduct audits every quarter of its VIP marketing program. 'When people make choices to unsubscribe from a service, they must be able to do so easily and their decisions must be respected by companies,' Ms Yorke said. 'The ACMA will be watching closely to ensure TAB meets its commitments and complies with the spam laws in the future.' In the past 18 months, the watchdog has fined companies more than $16.9 million for breaches of spam laws.
The Advertiser
16-06-2025
- Business
- The Advertiser
Betting giant fined millions for 'VIP' spam splurge
The communications watchdog has fined betting giant Tabcorp $4 million for thousands of breaches of spam laws. The Australian Communications and Media Authority found Tabcorp sent more than 2500 messages over text and WhatsApp to VIP customers between February and May 2024 without an option for recipients to unsubscribe. The investigation also found a further 3148 messages in the same period were not sent with information about the sender, while 11 texts were sent without consent. It's the first time the watchdog has found breaches of spam laws in gambling VIP programs. VIP programs often contain personalised messages to members offering incentives such as bonus bets, rebates or tickets to sporting events. The watchdog's Samantha Yorke said the breaches of the spam law were concerning. "VIPs should not be confused with gambling 'high-rollers'," she said. "These types of gambling VIP programs can involve customers who are not well off and are experiencing significant losses. "It is utterly unacceptable that TAB did not have adequate spam compliance systems in place." Under spam laws, messages must be sent with the option for customers to unsubscribe from the marketing material, with businesses also needing consent. The betting giant has already paid the $4 million fine and has agreed to a three-year court undertaking. In a statement, Tabcorp said it was "remediating and significantly improving" its processes, systems and overall compliance under a new leadership team. "Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance," it reads. It will be required to carry out an independent review of its marketing material, run staff training, as well as conduct audits every quarter of its VIP marketing program. "When people make choices to unsubscribe from a service, they must be able to do so easily and their decisions must be respected by companies," Ms Yorke said. "The ACMA will be watching closely to ensure TAB meets its commitments and complies with the spam laws in the future." In the past 18 months, the watchdog has fined companies more than $16.9 million for breaches of spam laws. National Gambling Helpline 1800 858 858 The communications watchdog has fined betting giant Tabcorp $4 million for thousands of breaches of spam laws. The Australian Communications and Media Authority found Tabcorp sent more than 2500 messages over text and WhatsApp to VIP customers between February and May 2024 without an option for recipients to unsubscribe. The investigation also found a further 3148 messages in the same period were not sent with information about the sender, while 11 texts were sent without consent. It's the first time the watchdog has found breaches of spam laws in gambling VIP programs. VIP programs often contain personalised messages to members offering incentives such as bonus bets, rebates or tickets to sporting events. The watchdog's Samantha Yorke said the breaches of the spam law were concerning. "VIPs should not be confused with gambling 'high-rollers'," she said. "These types of gambling VIP programs can involve customers who are not well off and are experiencing significant losses. "It is utterly unacceptable that TAB did not have adequate spam compliance systems in place." Under spam laws, messages must be sent with the option for customers to unsubscribe from the marketing material, with businesses also needing consent. The betting giant has already paid the $4 million fine and has agreed to a three-year court undertaking. In a statement, Tabcorp said it was "remediating and significantly improving" its processes, systems and overall compliance under a new leadership team. "Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance," it reads. It will be required to carry out an independent review of its marketing material, run staff training, as well as conduct audits every quarter of its VIP marketing program. "When people make choices to unsubscribe from a service, they must be able to do so easily and their decisions must be respected by companies," Ms Yorke said. "The ACMA will be watching closely to ensure TAB meets its commitments and complies with the spam laws in the future." In the past 18 months, the watchdog has fined companies more than $16.9 million for breaches of spam laws. National Gambling Helpline 1800 858 858 The communications watchdog has fined betting giant Tabcorp $4 million for thousands of breaches of spam laws. The Australian Communications and Media Authority found Tabcorp sent more than 2500 messages over text and WhatsApp to VIP customers between February and May 2024 without an option for recipients to unsubscribe. The investigation also found a further 3148 messages in the same period were not sent with information about the sender, while 11 texts were sent without consent. It's the first time the watchdog has found breaches of spam laws in gambling VIP programs. VIP programs often contain personalised messages to members offering incentives such as bonus bets, rebates or tickets to sporting events. The watchdog's Samantha Yorke said the breaches of the spam law were concerning. "VIPs should not be confused with gambling 'high-rollers'," she said. "These types of gambling VIP programs can involve customers who are not well off and are experiencing significant losses. "It is utterly unacceptable that TAB did not have adequate spam compliance systems in place." Under spam laws, messages must be sent with the option for customers to unsubscribe from the marketing material, with businesses also needing consent. The betting giant has already paid the $4 million fine and has agreed to a three-year court undertaking. In a statement, Tabcorp said it was "remediating and significantly improving" its processes, systems and overall compliance under a new leadership team. "Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance," it reads. It will be required to carry out an independent review of its marketing material, run staff training, as well as conduct audits every quarter of its VIP marketing program. "When people make choices to unsubscribe from a service, they must be able to do so easily and their decisions must be respected by companies," Ms Yorke said. "The ACMA will be watching closely to ensure TAB meets its commitments and complies with the spam laws in the future." In the past 18 months, the watchdog has fined companies more than $16.9 million for breaches of spam laws. National Gambling Helpline 1800 858 858 The communications watchdog has fined betting giant Tabcorp $4 million for thousands of breaches of spam laws. The Australian Communications and Media Authority found Tabcorp sent more than 2500 messages over text and WhatsApp to VIP customers between February and May 2024 without an option for recipients to unsubscribe. The investigation also found a further 3148 messages in the same period were not sent with information about the sender, while 11 texts were sent without consent. It's the first time the watchdog has found breaches of spam laws in gambling VIP programs. VIP programs often contain personalised messages to members offering incentives such as bonus bets, rebates or tickets to sporting events. The watchdog's Samantha Yorke said the breaches of the spam law were concerning. "VIPs should not be confused with gambling 'high-rollers'," she said. "These types of gambling VIP programs can involve customers who are not well off and are experiencing significant losses. "It is utterly unacceptable that TAB did not have adequate spam compliance systems in place." Under spam laws, messages must be sent with the option for customers to unsubscribe from the marketing material, with businesses also needing consent. The betting giant has already paid the $4 million fine and has agreed to a three-year court undertaking. In a statement, Tabcorp said it was "remediating and significantly improving" its processes, systems and overall compliance under a new leadership team. "Tabcorp assisted the ACMA throughout the investigation and will continue to work closely with the regulator to ensure ongoing improved compliance," it reads. It will be required to carry out an independent review of its marketing material, run staff training, as well as conduct audits every quarter of its VIP marketing program. "When people make choices to unsubscribe from a service, they must be able to do so easily and their decisions must be respected by companies," Ms Yorke said. "The ACMA will be watching closely to ensure TAB meets its commitments and complies with the spam laws in the future." In the past 18 months, the watchdog has fined companies more than $16.9 million for breaches of spam laws. National Gambling Helpline 1800 858 858
