Along with the law and the individual circumstances of the complaint, we refer to industry codes when we consider how a complaint should be resolved.

The industry codes that we use deal with matters such as:

• billing
• complaint handling
• credit management
• transfers between providers
• point of sale advice
• contracts
• priority assistance for life threatening medical conditions
• the handling of life threatening and unwelcome communications

The codes were created by Communications Alliance, a peak body representing the Australian telecommunications industry. The codes have been formally registered with the Australian Communications and Media Authority, to whom we report on code compliance each month.

The two codes we use most frequently are the Telecommunications Consumer Protections Code and the Mobile Premium Services Code.

For more information, see our factsheets on Code compliance and Code investigations.