Telecommunications Consumer Protections Code C628 — 2025 update

What the TCP Code is

The Telecommunications Consumer Protections Code C628 is an industry code developed by Communications Alliance. It is registered by the ACMA under section 117 of the Telecommunications Act 1997 (Cth).

The Code sets out telco consumer protection obligations across the customer life cycle. This covers interactions with consumers from initial engagement through to account termination.

Registered industry codes, like the TCP Code C628:2025, which was registered by the ACMA on 27 March 2025, are enforceable by the ACMA.

Key obligations

The Telecommunications Consumer Protections Code C628 outlines several key obligations for providers. These relate to sales practices, requiring that information provided to consumers at the point of sale is accurate, complete, and not misleading. Providers must also furnish Critical Information Summaries for all standard offers, adhering to a prescribed format.

Further obligations pertain to credit assessment and management. Providers are required to conduct pre-sale credit checks and maintain ongoing review processes. Billing practices are also subject to requirements, including the provision of itemised bills, a clear dispute handling process, and the timely correction of any errors.

Finally, the code mandates a complaint handling process. This process must comply with prescribed timeframes and ensure appropriate outcomes for consumers lodging complaints.

What changed in 2025

The Telecommunications Consumer Protections Code C628 was updated in 2025 to strengthen consumer protections. This revision follows reviews conducted by the Australian Communications and Media Authority (ACMA) and consultation with stakeholders.

Key changes focus on enhanced credit assessment and selling practices, particularly for customers experiencing financial hardship. The financial hardship framework has been improved, providing increased availability of payment arrangements to assist affected consumers.

Further updates address obligations relating to consumers experiencing domestic and family violence, and include improvements to complaint handling timelines and escalation procedures.

Enforcement

The Australian Communications and Media Authority (ACMA) is responsible for monitoring compliance with the Telecommunications Consumer Protections Code C628. ACMA may take various enforcement actions in response to identified non-compliance. These actions include issuing formal warnings, issuing infringement notices, accepting enforceable undertakings, or commencing proceedings in the Federal Court.

Section 121 of the Telecommunications Act provides ACMA with the power to issue a remedial direction to address non-compliance with a registered code. This allows ACMA to directly instruct parties to rectify issues and ensure adherence to the code’s requirements.

Breach of a registered industry code, such as C628, can result in substantial penalties. Corporations face civil penalties up to 20,000 penalty units for such breaches. Consumers who experience issues relating to the code’s application can continue to utilise the Telecommunications Industry Ombudsman (TIO) as the primary external dispute resolution pathway.