Consumer Related Codes and Guidelines
C522:2007 Calling Number Display
The Code was revised to clarify C/CSP use of CLI information, clarify requirements on C/CSPs to provide a per line display for unlisted entries and review code requirements in relation to VoIP providers.
C625:2009 Information on Accessibility Features for Telephone Equipment
The Code requires customer equipment importers and manufacturers to provide information to CSPs on features of their equipment that will meet people’s communications needs. The information provided must be consistent with the features matrices provided in the Operational Matrices for Reporting on Accessibility Features for Telephone Equipment Guideline G627:2009. Equipment suppliers must also have a contact point for consumers to seek further information about the equipment supplier’s equipment features.C628:2007 Telecommunications Consumer Protections (TCP) Code
This industry code contains service provider rules about:
- advertising of products and informing customers about the prices, terms and conditions of products on offer;
- determining when consumer contract terms may be considered unfair, including having regard to the intelligibility and accessibility of contract terms;
- billing procedures and the provision of billing information to customers;
- the credit assessment of customers, the provision of security and credit control tools, and a requirement to have a financial hardship policy to assist customers experiencing financial difficulties;
- ensuring all transfers of service that occur are authorised and verified; and
- complaint handling procedures for information provision to customers and recording of their complaints.
Explanatory Statement
Explanatory Statement (pdf 71kb)
This document provides background information about the development of the TCP Code.
C637:2009 Mobile Premium Services (MPS) Code
C637:2009 (.pdf, 512kb)
This Code contains service provider rules about:
- advertising of mobile premium services
- providing information about the service to customers
- supplying a service
- complaint handling procedures
- unsubscribe and opt out mechanisms
Explanatory Statement
Explanatory Statement (.pdf, 72 KB)
This document provides background information about the development of the MPS Code.
Summary of Major Inclusions
Link to Document (.pdf, 316 KB)
This document provides a summary of major inclusions in the MPS Code in the delivery of mobile premium services.
MPS Message Flow Diagram
Link to Diagram (.pdf, 632 KB)
This diagram provides a visual representation of the Mobile Premium Service message flow, capturing the various touch points where genuine consent is required from the consumer.
G516:2004 Participant Monitoring of Voice Communications
The Guideline provides assistance in the practical application of the legislation covering listening and recording of communications.
The Guideline was revised, taking into account amendments to the Privacy Act 1988, federal and state legislation of the interception of electronic communications and other commonly used forms of electronic communications which should be covered by the Guideline.
Please note that following amendments to the Telecommunications (Interception and Access) Act 1979 in May 2006 at which time section 6 (2) of the Act was deleted, Clauses 10.3.6 to 10.3.11 of this Guideline which deal with Exceptions to the Interception Prohibition and reference that section of the Act are now incorrect. Once further amendments of the TIA Act are enacted, this Guideline will be reviewed.
G586:2006 Disability Matters: Access to Communication Technologies for People with Disabilities and Older Australians
| This Guideline outlines considerations for industry participants to ensure that the communication needs of people with disabilities and older people continue to be met in the current and emerging communications environments. It is intended to act as an underlying set of guidelines for consideration in all Communications Alliance activities and those of industry participants, and is for the information of consumers with a disability. |
G611:2002 Privacy Protection in ACIF Publications
This Guideline was developed to provide guidance to ACIF Reference Panels, Working Committees and Working Groups on privacy implications which may arise when developing ACIF documents, to assist in ensuring that ACIF documents meet privacy requirements.
G627:2009 Operational Matrices for Reporting on Accessibility Features for Telephone Equipment
The Guideline provides matrices for the reporting on accessibility features of fixed and mobile customer equipment. The Operational Matrices for Reporting on Accessibility Features for Telephone Equipment Code (C625:2009) requires that equipment suppliers provide information to CSPs on the accessibility features of their equipment that is consistent with the matrices in this Guideline.
G630:2006 Accessibility of Payphones
Provides guidance in the design and provision of payphones to ensure their accessibility for people with disabilities.
G631:2009 Telecommunications Consumer Protections (TCP) Guideline
This Guideline accompanies the Telecommunications Consumer Protections (TCP) Code C628:2007.
The Guideline is designed to:
- aid in interpreting the TCP Code Rules; and
- provide examples of how a Supplier may choose to comply with the Rules.
G638:2009 Mobile Premium Services Industry Guideline
This Guideline accompanies the Mobile Premium Services Code C637:2009 (the Code).
The Guideline is designed to:
- assist in interpreting the Code Rules; and
- provide examples of how a Supplier may choose to comply with the Rules.
G640:2009 Prepaid Calling Card Guideline
This Guideline is designed to assist providers of Prepaid Calling Cards with the implementation of appropriate consumer protections with regards to advertising and complaints handling.