Protecting Our Customers Brochure to Assist Consumers

Sydney, 29 October 2012 – Crucial improvements to the protections available to telecommunications consumers have been detailed in a new guide published today by the telecommunications industry and consumer representatives.

The “Protecting Our Customers” brochure, produced by Communications Alliance in collaboration with the Australian Communications Consumer Action Network (ACCAN), summarises the key reforms to customer service and complaint handling contained in the new Telecommunications Consumer Protections (TCP) Code that came into force in September this year.

The brochure is being widely distributed to consumers by telco service providers throughout Australia and serves to alert consumers to the protections they are now entitled to whenever they purchase and use communications services.
The brochure is also available on the Communications Alliance website here .

The guide outlines the upgraded requirements in areas including:

  • the information consumers receive about a product or service prior to purchasing;
  • rules to ensure advertising is accurate and contains unit-pricing information;
  • accuracy and transparency of telecommunications bills;
  • mandatory tools to help consumers track and manage their monthly spend;
  • faster and more responsive handling of complaints;
  • customer rights when ending a contract; and
  • the new framework designed to ensure that all service providers comply with the Code.

Communications Alliance CEO John Stanton said the brochure would assist consumers to be fully informed of what to expect from their service provider in a much improved customer service environment.

“Better and easily digestible information helps empower consumers to make the most of their telecommunications services, maintain a productive relationship with their service provider and avoid any unwanted surprises,” Mr Stanton said.

ACCAN CEO Teresa Corbin added: “It’s important that customers are aware of what their rights are in relation to telecommunications products and services and making this brochure available in-store for customers is a welcome initiative.”


Communications Alliance is the primary telecommunications industry body in Australia. Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, search engines, equipment vendors, IT companies, consultants and business groups.

Its vision is to provide a unified voice for the telecommunications industry and to lead it into the next generation of converging networks, technologies and services. The prime mission of Communications Alliance is to promote the growth of the Australian communications industry and the protection of consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. For more details about Communications Alliance, see

Media information contact:

Kreab Gavin Anderson
Amanda Buckley 0419 801 349
Lucy Mudd 0402 106 613