Symbio Wholesale Pty Limited and Symbio Networks Pty Ltd have breached Australia's phone scam rules, according to an investigation by the Australian Communications and Media Authority (ACMA).

The investigation found that Symbio Wholesale failed to share information about scam calls with other telcos and the ACMA in a timely manner on multiple occasions. Both Symbio Wholesale and Symbio Networks also failed to accurately report the number of scam calls they blocked from April to June 2023.

"Scam reduction rules are only as effective as the weakest link and on this occasion Symbio failed to meet its obligations," said Samantha Yorke, Authority Member. "While there is no suggestion Symbio perpetrated these scams, in these cases it did not provide timely notifications about these calls to other telcos, compromising the ability of those telcos to take rapid action against scams."

The Reducing Scam Calls and Scam SMS Industry Code places information-sharing obligations on telcos once they identify scam calls and where they are notified of scams by other telcos. Australians reported losing over $115 million to scam calls in 2023. "Australians reported losing over $115 million to scam calls in 2023, and for some people the impact can be devastating," Yorke added.

"All telcos must monitor, investigate, trace and block scams and quickly share information to prevent scams reaching the public," Yorke emphasised. Telcos may face penalties of up to $250,000 for breaching ACMA directions to comply with industry codes. This follows an ACMA finding under superseded rules in 2022 that Symbio failed to adequately investigate scam calls after being informed of them by other telcos.

"This matter is deeply concerning as it follows an ACMA finding under superseded rules in 2022 that Symbio failed to adequately investigate scam calls after being informed of them by other telcos," Yorke stated. "We will be closely monitoring Symbio's compliance with the rules and won't hesitate to take stronger action if future non-compliance is found."