C628:2007 Telecommunications Consumer Protections (TCP)

C628_2007 (.pdf, 351.9 KB)
This industry code contains service provider rules about:

• advertising of products and informing customers about the prices, terms and conditions of products on offer;
• determining when consumer contract terms may be considered unfair, including having regard to the intelligibility and accessibility of contract terms;
• billing procedures and the provision of billing information to customers;
• the credit assessment of customers, the provision of security and credit control tools, and a requirement to have a financial hardship policy to assist customers experiencing financial difficulties;
• ensuring all transfers of service that occur are authorised and verified; and
• complaint handling procedures for information provision to customers and recording of their complaints.

Associated Guideline

G631_2007 (.pdf, 428.8 KB)

This Guideline accompanies the TCP Code.  The Guideline is designed to:

• aid in interpreting the TCP Code Rules; and
• provide examples of how a Supplier may choose to comply with the Rules.

Explanatory Statement

Explanatory Statement (.pdf, 107 KB)
This document provides background information about the development of the TCP Code.