Telco consumer safeguards facts and figures | ACMA

Telco consumer safeguards facts and figures

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The ACMA works to foster industry compliance with consumer safeguards, promote best practice and raise awareness about consumers’ rights. Our compliance activities are strategic, graduated and risk-based. We will consider formal intervention, including investigation, where there are serious or systemic issues.

The safeguards for telecommunications consumers are set out in a range of instruments, including the:

  • Telecommunications Act 1997

  • Telecommunications (Consumer Protection and Service Standards) Act 1999

  • Telecommunications Consumer Protections (TCP) Code

  • Telecommunications (Consumer Complaints Handling) Industry Standard 2018

  • Telecommunications (Consumer Complaints) Record-Keeping Rules 2018

  • Telecommunications (NBN Consumer Information) Industry Standard 2018

  • Telecommunications (NBN Continuity of Service) Industry Standard 2018

  • Telecommunications (Customer Service Guarantee) Standard 2011

  • Telecommunications (Emergency Call Service) Determination 2009.

Quarterly reports   

We update our telecommunications safeguards statistics each quarter. Click on the relevant period below for a snapshot of our actions:

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Last updated: 09 September 2019