Our approach to telecomms compliance | ACMA

Our approach to telecomms compliance

Code compliance approach

This approach gives the ACMA a suite of actions from which to draw, allowing a graduated use of regulatory measures using minimum power or intervention to achieve results.

Most compliance activity occurs in the early stages, relatively informal, with a focus on education and industry self-regulation. The later categories involve using our legislative powers.

The ACMA’s compliance approach focuses on systemic breaches that affect or have the potential to affect a class of customer. An issue may involve a single carriage service provider (CSP) or a particular sector of the industry.

Persons covered by the code compliance approach

The ACMA’s code compliance approach covers any CSP, including internet service providers (ISP) and voice over internet protocol (VoIP) service providers, that provide fixed, mobile or internet services to customers.

The TIO’s role

When a customer is not satisfied with the way their service provider has dealt with a complaint, they can contact the Telecommunications Industry Ombudsman (TIO). The TIO is authorised to investigate certain complaints by residential and small business users of telecommunications and internet services.

A TIO investigation may lead to the determination of a possible or a confirmed code breach. The ACMA monitors code compliance based, in part, on TIO data. The TIO refers systemic breaches to the ACMA.

Last updated: 26 April 2018