The TCP Code
The Telecommunications Consumer Protections (TCP) Code C628:2019 contains a set of rules designed to protect the rights of consumers and to promote good customer service and fair outcomes for consumers. It clearly outlines the obligations of retail CSPs.
The Code consists of an Introductory Statement and 10 Chapters.
Chapters 1 to 3 contain general rules around the functioning of the Code, definitions and general rules which apply to each of the subsequent chapters.
Chapter 4 provides rules for consumer sales, service and contracts, i.e. it includes obligations around information provision, advertising, selling practices, contracting, dealing with customers with different needs and customer service.
Chapter 5 sets out the obligations relating to providing customers with bills and billing information.
Chapter 6 contains rules for the provision and management of credit assessments in connection with a telecommunications service, the denial and restriction of access to services and credit management tools such as spend alerts.
Chapter 7 sets out rules in relation to the creation and application of a financial hardship policy and obligations in relation to credit management during discussion and application of financial hardship arrangements.
Chapter 8 notes that Rules that apply to consumer complaints handling are set out in the ACMA’s Telecommunications (Consumer Complaints Handling) Industry Standard 2018. All complaints must be dealt with under this Standard.
Chapter 9 sets out the obligations for providers that relate to consumers changing to another service provider or to consumers being transferred as a result of sale of business or reorganisation.
Chapter 10 contains provisions around the implementation of the Code Compliance Framework. This includes the role of Communications Compliance as well as the compliance and monitoring arrangements put in place to enhance compliance, customer service and protection, transparency and self-regulation of the telecommunications industry.
The Code has been developed by Communications Alliance, the industry body for telecommunications in Australia.
In July 2019 the ACMA registered a revised version of the Code, containing a number of amendments to the previous version,
For further information on the Code or to download a copy of the Code, please visit:
- Telecommunications Consumer Protections Code C628_2019
- “Protecting Our Customers” (Communications Alliance makes this document available to CSPs to promote the Code to industry and consumers)