ACMA Boosts Telco Consumer Safeguards

The Australian Communications and Media Authority (ACMA) has announced plans to implement an enforceable industry standard to replace the current Telecommunications Consumer Protections (TCP) Code. This move aims to strengthen the protections for telecommunications consumers across Australia.

ACMA Chair Nerida O’Loughlin highlighted the increasing reliance on telecommunication services and the corresponding need for robust consumer protections. The new standard will address critical areas such as advertising, responsible selling, and fair treatment of vulnerable consumers, including enhanced credit and debt management for both residential and small business customers.

The decision comes after recognising the limitations of the current TCP Code established in 2019, amidst growing concerns over network reliability and ethical selling practices. Recent issues, including network outages and the problematic 3G shutdown process, have underscored the urgency of revising the existing framework.

An extensive development and consultation process initiated by the Australian Telecommunications Alliance (ATA) in 2023 preceded this change. Despite the ATA’s efforts, the ACMA determined that the proposed code fell short of current consumer expectations and decided that setting a direct regulation was necessary. The new standard, to be developed under section 125 of the Telecommunications Act, will include a period of public consultation before replacing the 2019 TCP Code.

The ACMA remains committed to ensuring that telecommunications companies provide fair and reliable services, reflecting the essential role these services play in daily life. The existing code will remain effective until the new standard is formally enacted.