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.

C628:2015 Telecommunications Consumer Protections (TCP) Code

C628:2015 (incorporating Variation No.1 2018) (pdf 720kb)

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.

New ACMA Complaints-Handling Rules

The ACMA’s Complaints Handling Standard and Record Keeping Rules have commenced as of 1 July 2018. You can find more information on the ACMA’s website.

Complaints Handling Standard

All Complaints opened on or after 1 July 2018 must be dealt with under the ACMA’s new Consumer Complaints Handling Standard. Complaints made prior to 1 July 2018 which remain unresolved must be dealt with under the rules in Chapter 8 of the Telecommunications Consumer Protections Code.

Record Keeping Rules

The ACMA’s new Record Keeping Rules commenced on 1 July 2018, thus the first record keeping period under these rules will be 1 July – 30 September 2018, with the first report due to the ACMA no later than 30 October.


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).

How do I register with Communications Alliance?

Details of obligations are outlined in C628:2015 Telecommunications Consumer Protections (TCP) Code. A pdf copy of the Code can be downloaded via the hyperlink above.

A summary of the process to register is:

  1. Download the form here.
  2. Make sure the form is signed by an authorised person, then fax it to +612 9954 6136 or email it to info@commsalliance.com.au.

The TCP Code requires that you notify Communications Alliance within one month of changes to your registration information – you may also use the form to update your registration details.

Please Note: Registration with the TCP Code Register is independent of the TCP Code obligation to lodge an annual TCP Code Compliance Attestation with the industry TCP Code compliance monitor, Communications Compliance. Lodgement of the Attestation is facilitated via the Communications Compliance CSP Portal.

Registration with the TCP Code CSP Register and lodgement of an annual Compliance Attestation is mandatory for all providers who provide Telecommunications Services to consumers as defined in the TCP Code.

C637:2011 Mobile Premium Services (MPS) Code

C637:2011 (Variation No.1-2014) (pdf 524kb)

C637:2011 (Variation No.1-2014) Explanatory Statement (122kb)

This Code is a Variation of the registered Mobile Premium Services (MPS) Industry Code (C637:2011).

The 2014 Variation of the Code has been approved by the ACMA and came into full force and effect on 23 October 2014.

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

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.

G627:2014 Operational Matrices for Reporting on Accessibility Features for Telephone Equipment

G627:2014 (.pdf, 333 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, 50 KB)

This Word document contains the two fixed and mobile customer equipment matrices extracted from the G627:2014 Industry Guideline. This document can be used by equipment suppliers to record the information on the accessibility features of their equipment.

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.

G640:2015 Prepaid Calling Card Guideline

G640:2015 (.pdf, 230 KB)

In 2015 the Guideline was revised to:

  • remove clauses relating to advertising and point of sale material that replicate provisions under the Australian Consumer Law;
  • remove the section on Customer Service Training as it replicates provisions in the Telecommunications Consumer Protections Code (C628:2015);
  • remove the section on Complaint Handling Processes as it replicates provisions in the Telecommunications Consumer Protections Code (C628:2015); and
  • include a new section on Customer Information on Emergency Call Services taken from Emergency Call Services Requirements Code (C536:2015) as it is specific to calling cards.


The Guideline was reconfirmed in 2017 and the next review is scheduled to occur in November 2022.

Industry Guidance Note (IGN 007) Issues to Consider for Insolvency Practitioners and Telecommunications Carriage Service Providers in relation to Carriage Service Providers in Financial Difficulty

 Industry Guidance Note (IGN 007) (.pdf, 550 KB)

Communications Alliance has published Industry Guidance Note IGN007 Issues to Consider for Insolvency Practitioners and Telecommunications Carriage Service Providers in relation to Carriage Service Providers in Financial Difficulty INSERT LINK.

The Guidance Note was prepared by the Service Continuity Working Group (SCWG) – a group comprised of Communications Alliance, telecommunications industry representatives, the professional body of company liquidators and bankruptcy trustees (the Australian Restructuring Insolvency and Turnaround Association, ARITA), and others involved in the insolvency and restructuring profession. The group also has observer-members from the industry regulators, ACMA and ACCC, and from the Federal Department of Communications.

The Guidance Note is designed to be a useful resource for insolvency practitioners, for those working in the telecommunications sector; and for those impacted by an insolvency, to assist them to understand the processes involved in an insolvency scenario. It intends to facilitate better service continuity outcomes for consumers in circumstances where a CSP finds itself in financial difficulty, while also taking account of the legitimate interests of service providers, creditors and shareholders.