Document ID: chunk:federal_register_of_legislation:F2020L00179:reg:8:p3
Version: federal_register_of_legislation:F2020L00179
Segment Type: reg
Provision Reference: reg 8 (pt 3/4)
Character Range: 15563–18818

of that customer.
(7) A gaining carriage service provider must not proceed with the port of a mobile service number unless it is satisfied in accordance with subsection (6).
(8) A mobile carriage service provider must not charge a fee to a customer, or the customer's authorised representative, for an SMS message used to complete an additional identity verification process.

       Part 3—Publication of customer awareness and safeguard information by mobile carriage service providers

    9  Minimum requirements to publish advice about law enforcement and support services

    A mobile carriage service provider must publish information on its website advising customers that:
           (a) to protect customers from unauthorised ports, an additional identity verification process will be used to verify the identity of the person making a porting request, prior to the mobile service number being ported; and

           (b) in the event a customer suspects that their mobile service number has been fraudulently ported they should immediately report the activity to:
              (i) the Australian Federal Police or the relevant State or Territory Police; and

              (ii) government services that support customers whose mobile service number is the subject of an unauthorised port.

              Note:   At the time of making this industry standard, these kinds of services included Scamwatch and IDCARE

Part 4—Telecommunications Industry Ombudsman and complaints handling

    10  Conferral of functions and powers on the Telecommunications Industry Ombudsman

    This industry standard confers on the Telecommunications Industry Ombudsman the functions and powers of:

       (a)           receiving;
       (b)           investigating;
       (c)           facilitating the resolution of;
       (d)           making determinations in relation to;
       (e)           giving directions in relation to; and
       (f)            reporting on;

    customer complaints about matters referred to in this industry standard.

            Schedule 1 – Additional identity verification process using category A and category B documents
(Paragraph 8(3)(a))
       (1)           This Schedule sets out the additional identity verification process which a gaining carriage service provider must use to verify the identity of a customer for the purposes of paragraph 8(3)(a).
       (2)          Category A documents are those mentioned in Table 1 and category B documents are those mentioned in Table 2.

       (3) Subject to clause (5), a gaining carriage service provider may verify that the requesting person is the rights of use holder of the mobile service number to be ported by sighting:
           (a) 2 category A documents identifying the customer; or
           (b) 1 category A document and 2 category B documents, identifying the customer.

       (4) For clause (3), the same type of document may not be used twice in an identity verification process.

       (5) For the purposes of the identity verification process described in clause (3):
           (a) if a document (other than an Australian passport) shown to a gaining carriage service provider includes an expiry date, the gaining carriage service provider must