Consumer Related Codes and Guidelines

C522:2007 Calling Number Display

C522:2007 (pdf 331kb)

The Code was revised to clarify C/CSP use of CLI information, clarify requirements on C/CSPs to provide a per line display for unlisted entries and review code requirements in relation to VoIP providers.

C625:2009 Information on Accessibility Features for Telephone Equipment

C625:2009 (pdf 176 kb)

The Code requires customer equipment importers and manufacturers to provide information to CSPs on features of their equipment that will meet people’s communications needs. The information provided must be consistent with the features matrices provided in the Operational Matrices for Reporting on Accessibility Features for Telephone Equipment Guideline G627:2009. Equipment suppliers must also have a contact point for consumers to seek further information about the equipment supplier’s equipment features.

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).

C637:2011 Mobile Premium Services (MPS) Code

C637:2011 (pdf 601kb)

C637:Explanatory Statement 2011 (pdf 117kb)

This Code is a revision of the previous Mobile Premium Services (MPS) Industry Code (C637:2009).

This Code contains service provider rules about:

  • advertising of mobile premium services
  • providing information about the service to customers
  • supplying a service
  • complaint handling procedures
  • unsubscribe and opt out mechanisms

This Code was registered by the ACMA on 1 March 2012 and  came into full force and effect on 1 June 2012. 

G516:2014 Participant Monitoring of Voice Communications

G516:2014 (.pdf, 437 KB)

The Guideline provides assistance in the practical application of interception and privacy legislation to the listening to and recording of voice communications.

The Guideline was revised in 2014 to reflect amendments to the Privacy Act 1988, the Telecommunications (Interception and Access) Act 1979, and update references to state and territory listening devices/surveillance legislation.

G586:2006 Disability Matters: Access to Communication Technologies for People with Disabilities and Older Australians

This Guideline has been withdrawn. Guidance on developing Communications Alliance documents to address the accessibility needs for telecommunications products and services can be found at Guidelines on developing accessible documents.

G611:2002 Privacy Protection in ACIF Publications

G611:2002 (.pdf, 580 KB)

This Guideline was developed to provide guidance to ACIF Reference Panels, Working Committees and Working Groups on privacy implications which may arise when developing ACIF documents, to assist in ensuring that ACIF documents meet privacy requirements.

G627:2011 Operational Matrices for Reporting on Accessibility Features for Telephone Equipment

G627:2011 (.pdf, 329 KB)

The Guideline provides matrices for the reporting on accessibility features of fixed and mobile customer equipment. The Operational Matrices for Reporting on Accessibility Features for Telephone Equipment Code (C625:2009) requires that equipment suppliers provide information to CSPs on the accessibility features of their equipment that is consistent with the matrices in this Guideline.

G627 Feature Matrices (.doc, 184 KB)

This Word document contains the two fixed and mobile customer equipment matrices extracted from the G627:2011 Industry Guideline. This document can be used by equipment suppliers to record the information on the accessibility features of their equipment.


The Guideline was reconfirmed in 2013 and the next review is scheduled to occur in March 2014.

G630:2006 Accessibility of Payphones

G630:2006 (.pdf, 246 KB)

G630:2006 (.doc, 421 KB)

Provides guidance in the design and provision of payphones to ensure their accessibility for people with disabilities.

G640:2009 Prepaid Calling Card Guideline

G640:2009 (.pdf, 99 KB)

This Guideline is designed to assist providers of Prepaid Calling Cards with the implementation of appropriate consumer protections with regards to advertising and complaints handling.