C628:2012 Telecommunications Consumer Protections (TCP) Code

C628:2012 (pdf 448kb)

The TCP Code is a code of conduct for the Telecommunications Industry in Australia. It provides community safeguards in the areas of sales, service and contracts, billing, credit and debt management, changing suppliers, and complaint handling. It also sets out a framework of code compliance and monitoring. The TCP Code was registered by the ACMA on 1 September 2012 and it replaces the Telecommunications Consumer Protections (TCP) Industry Code (C628:2007). It applies to all Carriage Service Providers in Australia.

Explanatory Statement

Explanatory Statement (pdf 37kb)

This document provides background information about the development of the TCP Code.

Customer Information Obligations Framework

Customer Information Obligations Framework (pdf 520kb)

The Customer Information Provisions Policy Framework provides context for the consideration of customer information requirements; that is, to:

  • enable an informed consideration of whether an issue is already dealt with via existing rules or not (i.e. ensure no duplication/overlap) and whether additional information is needed or not, and
  • apply a filter or categorisation tool to determine the level of criticality of the new information, and therefore how it should be handled (pushed to customers or made available, is it required to be provided at a particular point in time, etc).