Comply with Telecommunications Consumer Protections (TCP) Code
Telcos must comply with the binding TCP Code covering credit assessment, billing, complaint handling and unwelcome contact.
Who must comply
Carriage service providers (telcos).
What triggers it
Providing carriage services.
When due
Continuous; complaint handling within prescribed timeframes.
Evidence required
Compliance attestation, complaint register, training records, hardship records.
Max penalty
Civil penalties up to $10M per breach + infringement notices
Summary
The TCP Code (C628:2019, with 2024 update) is a registered industry code under the Telecommunications Act, binding on all CSPs. Covers advertising, credit assessment, contracts, billing, complaint handling, financial hardship, and contact preferences. ACMA enforces; significant penalties for non-compliance.
Enforced by
Source legislation
Industries
Topics
Related obligations
- CWLTHCustomer Service Guarantee (CSG)Standard telephone service providers face CSG financial penalties for missed connection + repair timeframes.
- CWLTHConsumer Credit Hardship Notice (NCC ss 72-73)Credit providers must respond to hardship notice + assess variation request.
- CWLTHHold AER authorisation as energy retailerSelling electricity or gas to small customers requires AER retailer authorisation.
- CWLTHDesign and Distribution Obligations (DDO) — RG 274Issuers + distributors of retail financial products bound by DDO from 5 October 2021.
- CWLTHComply with the Reducing Scam Calls and Scam SMs Industry CodeCSPs must implement controls to detect, trace and block scam calls and SMs, including SMS Sender ID Register.
- CWLTHComply with Customer Service Guarantee (CSG) for standard phone servicesTelstra + other carriers must meet CSG performance benchmarks for installations + faults.
Frequently asked questions
- Who must comply with Telecommunications Consumer Protections (TCP) Code?
- Carriage service providers (telcos).
- What triggers Telecommunications Consumer Protections (TCP) Code?
- Providing carriage services.
- When is Telecommunications Consumer Protections (TCP) Code due?
- Continuous; complaint handling within prescribed timeframes.
- What is the maximum penalty for Telecommunications Consumer Protections (TCP) Code?
- Civil penalties up to $10M per breach + infringement notices
- What evidence is required for Telecommunications Consumer Protections (TCP) Code?
- Compliance attestation, complaint register, training records, hardship records.
Source: https://acma.gov.au/industry-standards-and-rules. Rules Mate is not a law firm. Always verify against the live regulator source before acting.