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What consumers want – Consumer expectations for telecommunications safeguards

It is essential that all Australians, regardless of their individual circumstances, are able to access and use telecommunications services. Contemporary consumer safeguards and telco industry obligations should reflect the role of telecommunications as an essential service, especially as businesses, government, and other organisations increasingly shift to online interaction platforms.

This position paper sets out the ACMA’s views on the efficacy of the current TCP Code in providing appropriate consumer safeguards in the contemporary telecommunications environment.

It highlights areas where, in our view, current safeguards are inadequate and require substantial improvement to meet consumer expectations.

A letter from the ACMA Chair to John Stanton, Chief Executive Officer, Communications Alliance, dated 1 February 2024 regarding the TCP Code review is also provided on this page.

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