Telco Code Rejection Stirs Debate

The Australian Communications and Media Authority (ACMA) has recently declined to register the revised draft of the Telecommunications Consumer Protections Code (TCP Code), which is crucial for setting consumer protection standards in the telecom industry. This decision came after the ACMA concluded that the proposed revisions would not adequately safeguard telco consumers in Australia.

The TCP Code, which covers critical areas such as advertising, sales, contracts, billing, and credit/debt management for both residential and small business customers, failed to meet the legislative requirements for registration under the Telecommunications Act 1997. Although the ACMA acknowledged improvements over the existing code, it identified significant gaps in consumer protections concerning responsible selling, credit assessments, disconnection policies, and mobile coverage information.

Acting ACMA Chair, Adam Suckling, emphasized the necessity of robust consumer protections that adapt to the evolving demands of the telecommunications environment. “Telecommunications are increasingly essential in all aspects of life, and it is crucial that consumers are treated fairly and protected from irresponsible practices,” Suckling stated. He further highlighted the need for effective remedies when service failures occur and better support for customers facing vulnerabilities.

In response to this rejection, the ACMA has issued a formal notice to the Australian Telecommunications Association (ATA), urging it to rectify the deficiencies within the existing 2019 TCP Code within 30 days. Should the ATA fail to present an acceptable revised code, the ACMA may set an industry standard itself. This move underlines the ACMA’s commitment to enforcing higher consumer protection standards and its willingness to take decisive actions if the telecommunications industry falls short in its obligations to consumers.

The decision comes after an 18-month period during which the ACMA has actively enhanced consumer rights, particularly for those experiencing financial hardship or who are victim-survivors of domestic, sexual, or family violence, by creating specific industry standards that supersede the current code.

For further details, ACMA can be contacted via their media line or through their official communication channels listed on their website.