The ACMA welcomes the announcement made today by Communications Alliance (CA) that it has published for public consultation its revised draft Telecommunications Consumer Protections Industry Code (TCP Code).
The TCP Code, which sets out rules for how telcos interact with their residential and small business mobile, landline and internet customers, is an important part of Australia’s broader telecommunications consumer protection framework. The Code is developed under the co-regulatory framework embodied in the Telecommunications Act 1997 (the Act).
Over the last few years, various aspects of the Code have been found to be inadequate and moved into direct regulation in the Telecommunications (Consumer Complaints Handling) Industry Standard 2018, the Telecommunications (Financial Hardship) Industry Standard 2024 and the soon to be made Telecommunications (Domestic, Family and Sexual Violence Consumer Protection) Industry Standard 2025.
The ACMA considers that it is critical that remaining elements of the Code provide consumers with confidence that the industry will meet their expectations in regard to selling practices, account management and customer service and support.
Following extensive engagement between CA and the ACMA, the Authority recently provided feedback to CA on the revisions to the draft TCP Code and advised that it should progress to public consultation.
The ACMA expects CA to consult with a wide variety of stakeholders to obtain, and then consider, all feedback on the draft TCP Code.
We also encourage consumers and advocates to consider the revised draft TCP Code and engage with CA during this consultation period.
Following closure of the consultation period, the ACMA expects CA and the telco industry to carefully consider all feedback provided ahead of providing any draft Code to the ACMA for registration. Once a draft is received, the ACMA will consider it against the criteria set out for registration of industry codes in the Act including that it would deliver adequate community safeguards in dealing with a matter of significant relevance to the community.
All interested stakeholders are strongly encouraged to engage with and make a submission to CA by 28 February 2025.
For further information or questions, please contact media@acma.gov.au.