C628:2015 Telecommunications Consumer Protections (TCP) Code

C628:2015 (pdf 494kb)

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 amended to reduce duplication and streamline customer information requirements in accordance with the Customer Information Obligations Framework. The TCP Code was submitted to the ACMA on 27 October 2015 for consideration for registration. It replaces Telecommunications Consumer Protections (TCP) Industry Code (C628:2012). It applies to all Carriage Service Providers in Australia.

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).