Telecommunications
Consumer Protections Code
Our commitment to our customers
We are committed to providing telecommunications services in a fair, transparent and responsible manner.
As an Australian telecommunications service provider, Telnetworks operates within the Australian telecommunications regulatory framework and is committed to meeting our obligations under applicable laws, regulations, industry codes and industry standards.
This includes the Telecommunications Consumer Protections Code (TCP Code), which establishes important consumer protections for customers of telecommunications services, including mobile, fixed-line and internet services.
What is the
Telecommunications Consumer Protections Code?
The Telecommunications Consumer Protections Code (TCP Code) is an industry code registered by the Australian Communications and Media Authority (ACMA).
The TCP Code establishes rules for telecommunications providers in areas including:
- advertising and sales practices
- providing clear and accurate information about telecommunications products and services
- contracts and customer service
- billing and payment arrangements
- credit assessment and debt management
- changing telecommunications providers
- assisting customers who may be experiencing vulnerability or financial difficulty.
The current registered code is C628:2019, incorporating Variation No. 1/2022.
The TCP Code forms part of a broader telecommunications consumer-protection framework in Australia. Other laws, industry standards and regulatory requirements may also apply to the services we provide.
Your rights as a Telnetworks customer
We want our customers to have the information they need to understand their telecommunications services and make informed decisions.
Depending on the service you receive, your rights and protections may include:
Clear and accurate information
We aim to provide clear, accurate and understandable information about our products, services, pricing, inclusions, limitations and applicable terms and conditions.
Information provided to you should help you understand the service you are purchasing and the key terms that apply to it.
Transparent contracts and service information
Before entering into a telecommunications service agreement, you should be provided with information relevant to the service, including applicable pricing, contract terms and other important conditions.
We encourage customers to review their service agreement and any applicable Critical Information Summary or other service documentation.
Clear billing
We aim to provide bills that clearly identify the services and charges applicable to your account.
If you have a question about a charge or believe there may be an error on your bill, please contact Telnetworks as soon as possible so that we can investigate the matter.
Payment assistance and financial difficulty
If you are experiencing difficulty paying your telecommunications bill, please contact us as early as possible.
Depending on your circumstances and the applicable requirements, we may be able to discuss payment assistance or other arrangements with you.
Our objective is to work with customers experiencing financial difficulty and help them maintain access to essential telecommunications services where possible.
Changing telecommunications providers
You have the right to choose your telecommunications provider.
Where applicable, telecommunications providers must follow requirements designed to protect customers when services are transferred or changed.
If you are considering moving your service to or from Telnetworks, we will provide information about the applicable process and any relevant charges or contractual requirements.
Customers experiencing vulnerability
Telnetworks recognises that some customers may experience circumstances that make it difficult to access or manage telecommunications services.
We are committed to treating customers fairly and respectfully and to taking appropriate steps to support customers experiencing vulnerability, where required by applicable laws, regulations, industry codes and standards.
If you need additional assistance, please let our customer service team know. You do not need to provide more personal information than is necessary for us to assist you.
Complaints and disputes
We want to resolve customer concerns as quickly and fairly as possible.
If you are unhappy with a Telnetworks product, service, bill, interaction or decision, we encourage you to contact us first so that we can investigate and attempt to resolve your concern.
Step 1 — Contact Telnetworks
Please contact our customer service team using the contact details provided on our website or on your bill.
When contacting us, it can help to provide:
- your name and account details
- a description of the issue
- relevant dates and times
- any supporting information or documents
- the outcome you are seeking.
We will handle your complaint in accordance with our complaints-handling obligations and applicable procedures.
Step 2 — Telecommunications Industry Ombudsman
If you are not satisfied with the outcome of your complaint, or if we have not been able to resolve your complaint, you may be able to contact the Telecommunications Industry Ombudsman (TIO).
The TIO provides a free and independent dispute-resolution service for eligible residential and small-business customers of Australian telecommunications providers.
You can find further information about the TIO and its services on its website.
Other telecommunications protections
The TCP Code is only one part of the telecommunications consumer-protection framework in Australia.
Depending on the circumstances and the service involved, additional requirements may apply under Australian legislation, industry standards and other telecommunications codes.
These may include requirements concerning:
- complaints handling
- financial hardship
- customer service and service standards
- telecommunications outages
- emergency calls and public safety
- NBN services and consumer information
- protections for customers experiencing domestic, family or sexual violence
- privacy and handling of personal information
- Australian Consumer Law protections.
Telnetworks is committed to complying with the requirements applicable to the telecommunications services we provide.
Keeping this information up to date
The Australian telecommunications regulatory framework can change from time to time.
The ACMA has announced that it is developing an enforceable industry standard to replace the industry-developed Telecommunications Consumer Protections Code. The existing TCP Code remains in force until the replacement standard commences.
Telnetworks will continue to monitor regulatory developments and update our policies, procedures and customer information as required.
Further information
For authoritative information about telecommunications consumer protections in Australia, customers can visit:
Australian Communications and Media Authority (ACMA)
Information about the Telecommunications Consumer Protections Code and telecommunications consumer rights is available through the ACMA website.
Telecommunications Industry Ombudsman (TIO)
The TIO provides information about complaints and dispute resolution for eligible telecommunications customers.
Australian Competition and Consumer Commission (ACCC)
The ACCC provides information about Australian Consumer Law and consumer rights.
The Telecommunications Consumer Protections Code
The current registered TCP Code is C628:2019 – Telecommunications Consumer Protections, incorporating Variation No. 1/2022.
Customers can access the current Code through the ACMA’s website.