Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

Examples of TCP Code rules

The following are some of the rules in the Telecommunications Consumer Protections Code 2015:

  • A provider must communicate with Consumers in plain language — clause 3.1. Information must be clear, accurate, free of material omissions, relevant, current and, in cases where information is provided, timely — clause 3.2.
  • If a consumer based a purchase on inaccurate information given by a supplier, a provider must give the correct information and provide an appropriate remedy. This may include termination of the contract without early termination fees — clause 4.1.4.
  • Providers must keep consumers informed about what is happening with a transfer of a telecommunications service, and must notify the consumer when the transfer is complete—clauses 7.4.1 and 7.5.1.
  • Providers must provide consumers with spend management tools. This includes tools to help consumers take timely action to limit or manage their telecommunications spending — clauses 6.5.1 and 6.5.5.
  • Providers must be able to demonstrate billing accuracy, and give consumers enough information to tell for themselves if charges are correct — clauses 5.5.1 and 5.5.2.
  • Providers must give consumers at least 5 working days’ notice before suspending, disconnecting or restricting a telecommunications service, with some exceptions. For disconnections, providers must send the consumer a separate notice about the consequences of disconnection and non-payment — clauses 6.7.1(b), 6.7.1(d)(iii)
  • A provider must have a financial hardship policy that is readily accessible on its website. Providers must give a summary of their financial hardship policy to consumers who may be eligible for the policy or ask about it — clauses 6.11.1(a) and 6.11.1(d)
  • Providers must not undertake credit management action on amounts specifically disputed in a complaint being investigated by the provider or TIO — clause 6.9.1(a).
  • Providers must complete necessary actions to deliver a complaint resolution accepted by a consumer within 10 working days of the consumer’s acceptance, with some exceptions — clause 8.2.1(a)(xii).
  • If a consumer tells a provider they are dissatisfied with a complaint resolution, the provider must tell the consumer about their external dispute resolution options, including the TIO — clause 8.2.1(c)(ii).

Excess data usage

Brenda - Case Study

The owner of a small pharmacy contacted us after getting billed more than $8,000 for going over her internet usage limit.

Next step?