Telecommunications Consumer Protections (TCP) Code Information

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Consumers of communications products and services in Australia are protected by federal telecommunication-specific legislation and regulation, and by general consumer laws at both a federal and state level.

Co-regulatory arrangements facilitate the objectives of federal legislation through registered and enforceable industry Codes developed under Part 6 of the Telecommunications Act 1997.
 
The Communications Alliance Telecommunications Consumer Protections (TCP) Code is a registered, enforceable Code that sets minimum customer protection requirements for the direct interactions between service providers and their residential and small business mobile, landline and internet (including NBN) customers. It currently covers the key areas of advertising and sales, service and contracts, billing, credit and debt management, financial hardship and changing suppliers. 

 

The TCP Code is a code of conduct for the Telecommunications Industry in Australia. It also sets out a framework of code compliance and monitoring. It applies to all Carriage Service Providers in Australia, and is enforceable by the ACMA.

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The current version of the TCP Code, C628:2019 Incorporating Variation no. 1/2022, commenced on 17 June 2022. It updates and replaces C628:2019, with minor variations included to reflect updated ACCC guidance material referenced in Chapter 3, Disadvantaged and Vulnerable Consumers, and updated ASIC-ACCC guidance referenced in Chapter 6, Debt Collection.

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TCP Code Information for Consumers

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The Telecommunications Consumer Protections Code – information for consumers brochure provides an overview of the TCP Code and the protections it provides.