The competition watchdog says it will ask Apple to urgently explain an error message disabling iPhone users’ handsets and is considering whether it breaches Australian consumer law.
Last week the Guardian revealed thousands of iPhone 6 users have received “error 53”, which permanently disables the handset if it detects that a repair has been carried out by a non-Apple technician.
An Australian Competition and Consumer Commission (ACCC) spokesman told Guardian Australia it would write to Apple urgently seeking a response to consumers’ concerns that their phones had stopped working.
“We are currently considering whether the reports are likely to raise concerns under the Competition and Consumer Act,” the ACCC said.
“In particular the ACCC is examining whether this practice contravenes the consumer guarantee and false and misleading representations provisions of the Australian consumer law. The ACCC would also be concerned about any practices which restricts competition, including through access to parts or data.”
The problem is related to the smartphone’s home button, which contains a Touch ID thumbprint reader that can be used to unlock the device rather than inputting a four-digit security code.
If the phone is damaged and a non-Apple repairer replaces the button, a subsequent update of the operating system detects a non-standard component and shuts down the device. There is no known way of bringing it back to life.
Apple has responded by claiming the message is part of measures to protect customers’ security “to protect [a user’s] device and prevent a fraudulent Touch ID sensor from being used”.
Many iPhone 6 owners have only become aware of the issue when installing routine updates to iOS, Apple’s operating system for iPhones and iPads. It is unclear exactly how many have been affected.
Apple recommends users who attempt to restore their device and still see “error 53” to contact Apple Support.
Guardian Australia has contacted Apple for comment.