Telco consumer safeguards facts and figures
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.
We update our telecommunications safeguards statistics each quarter. Click on the relevant period below for a snapshot of our actions:
Access pre-April 2018 telecommunications safeguards statistics.
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Last updated: 28 May 2019