Consumer protections for mobile users

The Telecommunications Consumer Protection (TCP) Code is an industry code published by Communications Alliance.

The TCP Code was originally developed in 2007 and has now been revised and was registered by the Australian Communications and Media Authority (ACMA) on 1 September 2012.

The TCP Code includes protections for consumers regarding billing, advertising, spend management tools, financial hardship, complaints handling and processes for transferring from one provider to another.

As the TCP Code is a registered code, the ACMA can direct mobile telecommunications providers to comply with the code.

You find a copy of the TCP Code and explanatory statement here or you can read a summary of how the Code works here.

And if you would like to download a copy of the Australian Communications Consumer Action Network's (ACCAN) guide to the TCP Code, Making the Right Call, click here.

What to do if you have a complaint

For any concerns or complaints about your mobile service you should always contact your service provider first.

If you are unable to resolve the issue with your service provider you can contact the Telecommunications Industry Ombdudsman (TIO). The TIO is independent of industry and goverment and provides a free dispute resolution service for residential customers or small business customers that have a complaint regarding their  telephone, mobile or internet service.


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