Proposed changes to the complaints record-keeping rules

We are proposing new rules as part of the Australian Government’s response to recommendations made in the Review into the Optus outage of 8 November 2023. The review recommended that the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018 should be changed so that:

• they account for the impacts of network outages
• the definition of 'complaint' in the standard meets community expectations in relation to crisis events.

The new rules will require telcos to report complaints-handling data about network outage complaints.

We welcome your feedback on the issues raised in the consultation paper, or any other issues relevant to the complaints RKRs. Click on the 'upload submission' button at the top of this page to send us your views.