Industry Codes

C513:2015 Customer and Network Fault Management
Specifies the minimum requirements to manage Customer and Network faults across networks.
C515:2015 Pre-selection
Specifies the minimum arrangements and timing in relation to the delivery of pre-selection.
C518:2006 Call Charging and Billing Accuracy
Defines the minimum required level of call charging and billing accuracy. Note: C518:2006 is not relevant to individual billing complaints.
C519:2004 End-to-End Network Performance for the STS
Specifies minimum performance for the Standard Telephone Services over fixed and mobile networks.
C524:2013 External Telecommunication Cable Networks
Provides guidance on the basic principles of installation, maintenance and safety of external communications networks.
C525:2017 Handling of Life Threatening and Unwelcome Communications
Provides standard procedures for the cooperative handling (including call tracing) by carriers/carriage service providers of cross-network life threatening calls or repeated unwelcome calls.
C536:2011 Emergency Call Services Requirements - Incorporating Amendment No.1/2015
Specifies the obligations of carriers and carriage service providers to customers, emergency service organisations and emergency call persons.
C540:2013 Local Number Portability - Incorporating Variation No.1/2016
Sets out inter-Carrier/CSP operational procedures for the implementation of Local Number Portability processes, including the porting of numbers, any restrictions that apply to ported numbers and processes for moving a ported number.
C554:2004 Rights of Use of Premium Rate Service Numbers
Specifies the minimum requirements for the identification and transfer of the Rights of Use holder for Premium Rate Service Numbers.
C555:2008 Integrated Public Number Database (IPND)
Specifies who can supply and/or receive data to/from the IPND, as well as the obligations on use of IPND data.
C559:2012 Unconditioned Local Loop Service (ULLS) Network Deployment
Defines the minimum performance requirements for broadband services on phone lines (e.g. ADSL, ADSL2+, SHDSL).
C564:2011 Mobile Phone Base Station Deployment
Specifies the best current practices in the design, installation and operation of mobile phone radiocommunications infrastructure (e.g. mobile phone base stations).
C566:2005 Rights of Use of Numbers
Specifies what is meant by a customer's rights of use of his/her number(s) and the obligations of service providers in relation to the customer's number(s).
C569:2015 Unconditioned Local Loop Service - Ordering, Provisioning and Customer Transfer
This Code provides an operational framework for the ordering and providing of broadband services and the transfer of customers.
C570:2009 Mobile Number Portability - Incorporating Amendment No.1/2015
Specifies the arrangements required to change between mobile networks and keep one’s number.
C609:2007 Priority Assistance for Life Threatening Medical Conditions
Specifies the minimum requirements to provide the highest level of service practically available to customers who suffer from a life threatening medical condition.
C617:2017 Connect Outstanding
Specifies the process to reuse an existing service by a new customer when it has not been cancelled.
C625:2009 Information on Accessibility Features for Telephone Equipment
Specifies obligations on customer equipment importers and manufacturers to provide information on the features of their equipment that will meet people’s communications need.
C628:2015 Telecommunications Consumer Protections (TCP) Code
This Code contains consumer protection rules covering the life cycle of the relationship between service providers and their customers.
C637:2011 Mobile Premium Services (MPS) Code
Establishes obligations for appropriate community safeguards and customer service requirements upon suppliers of Mobile Premium Services.
C647:2017 NBN Access Transfer
This Code describes the minimum processes between Customers, RSPs, Access Seekers and Access Providers for the post-migration transfer of fibre access services over the NBN and seeks to minimise Customer impacts during the Transfer of an active NBN Service between RSPs.
C650:2014 iCode
The iCode aims to:
  • instil cyber-security culture within Australian ISPs and their customers;
  • provide consistent messaging and plain language information to customers;
  • assist those customers who experience repeated compromises to their devices and develop a strategy to minimise the effect of such compromises to other customers on the ISP's network as well as customers on other ISPs' networks;
  • encourage ISPs to identify compromised devices on their networks; and
  • encourage ISPs to identify, communicate with each other and report any cyber security issue that may affect Australia's critical infrastructure, or may have a national security dimensions; and
  • implement these measures in a manner that protects the privacy of customers, consistent with relevant legislative obligations.

C657:2015 Inbound Number Portability
Specifies the minimum operational procedures between Carriers/Carriage Service Providers (jointly CSPs) and other industry participants for the implementation of Inbound Number Portability. (The portability of Freephone (18/1800) and Local Rate Numbers (13/1345/1300)).
Interactive Gambling Code
The Interactive Gambling Code aims to:
  • establish confidence in and encourage the use of the Internet;
  • provide a mechanism for ISPs to meet their legal obligations in dealing with designated Internet gambling matters; and
  • promote positive user relations with the Internet industry.

Content Services Code
The Content Services Code aims to:
  • provide guidelines for Designated Content/Hosting Service Providers, to assist their compliance with legal obligations and to promote the adoption of responsible processes and procedures for dealing with Content issues;
  • providing a clear, efficient and responsible self-regulatory Content assessment regime in regard to the provision by Commercial Content Service Providers of Commercial Content Services;
  • promoting community confidence in and ecouraging availability of appropriate information, educational and entertainment digital Content through the use of the Internet, mobile phones and other delivery technologies; and
  • providing a transparent mechanism for complaint handling in relation to Content and ensuring that complaints are handled in a fair and efficient manner.

The Internet Industry Codes of Practice - Internet and Mobile Content
The Internet Industry Codes of Practice - Internet and Mobile Content aims to:
  • provide guidelines for Content Hosts, ISPs and Mobile Carriers to ensure compliance with their legal obligations and promote the adoption of responsible processes and proceduresfor dealing with Content issues;
  • providing a clear, efficient and responsible self-regulatory Content assessment regime in regard to the provision of Mobile Content;
  • promoting End User confidence in and ecouraging the use of the Internet; and
  • providing a transparent mechanism for complaint handling in relation to Content and ensuring that complaints are handled in a fair and efficient manner.