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Draft Telecommunications Industry Code open for comments

31 October 2011

Communications Alliance said the Code sets out obligations on suppliers to establish appropriate community safeguards in the provision of telecommunications services to residential and small business customers. The Code specifies minimum requirements for consumer sales, service and contracts, billing, credit and debt management, customer transfer, complaint handling and compliance.

The revised Code proposes enhanced obligations on suppliers in all areas of the code, especially in the areas of advertising, the provision of pre-sales product information, the introduction of mandatory usage notifications, and complaint management. It also establishes a body to oversee the new framework for compliance with the Code, according to the Communications Alliance.

Copies of the Draft Code can be obtained from Communications Alliance:


Telephone: (02) 9959 9111

Facsimile: (02) 9954 6136


The public comment period closes at 5pm on 25 November 2011.

Please note that all submissions received will be made publically available on the Communications Alliance website unless the submitter requests otherwise.

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

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