Issue No 11: 26 April 2021



Hot Topics
  • ACOMMS 2021: 18 August 2021 - Register here

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ACOMM 2021 Awards - Nominate Now!

Best-Mobile-SolutionNominations are now open for the ACOMM 2021 Awards.

Do you know a communications or telco company offering innovative mobile service solutions or products to customers?

Nominate them in the Best Mobile Solution category at www.acomms.com.au by May 21.

See all 12 nomination categories here

Telecommunications Complaints Drop 40% Over 2 Year Period

Communications Alliance has welcomed the ACMA’s publication of telecommunications complaints data for the October – December 2020 quarter, showing a significant decrease in the number of complaints made to telcos over the past two years.

Communications Alliance CEO John Stanton said “the ACMA’s data shows a nearly 25% decrease in complaints from one year ago, and a 40% decrease from the same period two years ago. This reflects the hard work telcos have been putting in to improve customer service, including through the challenges of COVID.”

“Industry strengthened consumer protections with the revised Telecommunications Consumer Protections Code which commenced in August 2019. Additionally, telcos have been working on innovative service offerings and with carriers to increase customer choices and improve the customer experience.”

“While there is always more work to be done, it is pleasing to see that industry’s efforts over the past years have had a positive impact, and we hope to see this trend continue,” concluded Stanton.

Further information:

  • The ACMA’s report can be found on their website: Telco complaints-handling performance | ACMA
  • The ACMA’s data shows a 24.8% drop in the number of complaints and a 23.5% drop in complaints as a portion of services from December 2019 – December 2020.
  • The ACMA’s data shows a 40.3% drop in the number of complaints and a 38.6% drop in complaints as a proportion of services from December 2018 – December 2020.

Rights of Use Code Scheduled Review

Communications Alliance is seeking comments for a scheduled review of the following Code:


The Code specifies what is meant by a customer's rights of use of his/her number(s) and the obligations of carriage service providers in relation to the customer's number(s) when the customer's number(s) is reserved, issued and in quarantine.
The aims of the review are to identify:

  • any existing issues with the Code;
  • whether any process improvement is required, from operational experience in dealing with the Code;
  • any gaps in the Code;
  • clarifications that improve requirements;
  • whether the document is meeting the needs of industry and the community satisfactorily;
  • expected impact of technology changes; and
  • whether a need exists to amend, reconfirm or withdraw the Code.

The Code can be downloaded from  

C566:2005 Rights of Use of Numbers

Further information can be found on the Documents under review webpage. All submissions are due by 5 p.m. on Friday 14th May 2021. Submissions received will be made publicly available on the Communications Alliance website unless the submitter requests otherwise.

You can use the Submit Comments form to submit your comments via email or go to the Contact Us webpage to obtain other contact methods such as by post or fax.

Updated Industry Guidelines on Location Information for Emergency Calls

Communications Alliance has revised parts of the G557 Location Information for Emergency Calls suite of industry guidelines to reflect the latest industry processes and systems for handling emergency calls.

G557.5:2021, or Part 5 of G557, is the Push Mobile Location Information (MoLI) Interface To Emergency Call Person Platform (ECPP) Industry Guideline. It defines an interface for the transfer of Push Mobile Location Information (MoL)I between a Mobile Carrier and the Emergency Call Person (ECP) for an emergency call from a mobile phone. G557.5:2021 has been revised to:

(a) update the document references from the former ‘ECLIPS’ system to the current ECP platform;
(b) include details on 4G mobile technology; and
(c) Include support of international CLI.

G557.6:2021, or Part 6 of G557, is the Advanced Mobile Location Industry Guideline. It specifies the arrangements for the transfer of an Advanced Mobile Location (AML) short message between Mobile Carriers and the ECP when received from a mobile phone. G557.6 has been revised to reflect learnings from the introduction of AML in Australia.

G557.1:2021, or Part 1 of G557, is an Index for the parts of G557 and has had a corresponding editorial update.

All parts of G557:2021 are available from

Privacy Awareness Week - 3 to 9 May 2021

Privacy Awareness Week is an annual event that highlights the importance of protecting personal information and helps organisations, agencies and the public navigate the privacy landscape.

For further information click here.


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