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.