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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).

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614