ACMA decision opens door for fairer telco standards

The Telecommunications Industry Ombudsman (TIO) welcomes the Australian Communications and Media Authority’s (ACMA’s) commitment to ensuring community safeguards for telco consumers are appropriate in the modern environment.

Today the ACMA announced its decision not to register the draft Telecommunications Consumer Protections Code (TCP Code). The industry-led TCP Code sets out key consumer protections including obligations on advertising, sales, contracts, billing, debt and credit management.

The TIO agrees the draft TCP Code is an improvement on the current code but still falls short of meeting community expectations.

The draft TCP Code was submitted for registration to the ACMA by the peak telco industry body, the Australian Telecommunications Alliance (ATA). The ATA began the TCP Code review in 2023.

Throughout the TCP Code review process, the TIO has continued its call for stronger community safeguards, most recently in March 2025.

Quotes attributable to Ombudsman Cynthia Gebert:

“We’ve been clear from the start about protection gaps in the TCP Code. We want to see rules that clearly say you cannot sell people phone and internet services they do not need, do not understand, or cannot afford. Rules that say you cannot disconnect people from an essential service except as a true last resort.”

“It has been a long code review process that has led to some improvements for consumer protections, but key concerns we’ve raised weren’t addressed. We support the regulator’s assessment that there’s still more work to do for the code to deliver meaningful protections for the community.”

“Whatever form the rules take, it’s not just about filling gaps by setting minimum standards, it’s about making sure minimum standards are fair.”

“There's an opportunity for the right community safeguards to level the playing field in the sector, to the standard we see telcos that do the right thing already meeting and sometimes exceeding. It’s about building trust and giving people confidence that the minimum treatment from all telcos will be fair.”

Notes to Editors

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