ACMA issues first directions to comply | ACMA

ACMA issues first directions to comply

Two Victorian telcos have become the first to be directed to comply with new product information rules under the Telecommunications Consumer Protections Code 2012 (TCP Code).

The ACMA has issued directions to Touch Mobile Pty Ltd and Jadi 1 Pty Ltd to comply with clause 4.1.2 of the TCP Code, developed following the ACMA’s Reconnecting the Customer public inquiry.

The ACMA found that both Touch Mobile and Jadi 1 failed to make Critical Information Summaries available for their plans—a requirement under Clause 4.1.2 of the TCP Code. Jadi 1 has complied with the requirement since the direction was issued.

The directions follow three formal warnings issued in April and May 2013 to other telecommunications providers for failing to have their Critical Information Summaries available. Those particular companies acted quickly to comply with the TCP Code.

‘These two directions, and earlier formal warnings to three other providers, are a reminder to industry participants that the ACMA continues to monitor the industry and is serious about enforcing compliance,’ said ACMA Chairman, Chris Chapman.

‘The ACMA is pleased that Critical Information Summaries now exist widely and consumers are now receiving these summaries to assist them in choosing offers,’ Mr Chapman said.

Critical Information Summaries allow consumers to compare telecommunications services on a like-for-like basis and help them to better understand and choose the most suitable plan.

The requirement on telcos to offer succinct Critical Information Summaries to customers has been in force since 1 March 2013. An example of a CIS is available here.

The need for clear information for consumers at the time of purchase was a key finding of the Reconnecting the Customer inquiry. The ACMA works with Communications Compliance on enforcement of the new TCP Code. More information on the requirements of the TCP Code is on our website.

For more information or to arrange an interview, please contact: Louise Tapsell, (02) 9334 7954 or

ACMA media release MR52/2013—8 July, 2013.

Last updated: 28 September 2016