Revised Telecommunications Consumer Protection Compliance Framework released for public comment

Sydney, 26 November 2015  – Communications Alliance today released for public comment a series of proposed revisions to Chapter 9 of the Telecommunications Consumer Protections (TCP) Code 2012. This chapter describes the Code Compliance Monitoring Framework of the TCP Code. 

The proposed amendments to Chapter 9 of the TCP Code– released today – seek to build upon the success of the current Code Compliance provisions – which have contributed to a reduction of more than 35% in complaints to the industry ombudsman in the past three years.

Communications Alliance CEO, John Stanton, said that the proposed TCP Code Chapter 9 sought an appropriate balance between accountability and flexibility for Suppliers.

“The TCP Code Compliance Framework has been successful, as evidenced by the increase in attestations received by CommCom (the body set up by industry to monitor compliance with the TCP Code), as well as the continued drop in TIO Complaints. The proposed amendments seek to reinforce the accountability on Suppliers to comply with the Code, while recognising that the complexity of systems and processes within telcos will vary according to size and customer base”. 

The proposed amendments seek to provide additional flexibility for smaller service providers in meeting their obligations under the TCP Code by introducing an additional window to submit lodgement documentation to CommCom. Further, Small Suppliers will be required to attest that their processes and systems are compliant with the TCP Code, but without needing to develop a Compliance Plan in accordance with the Australian Standard.

The proposed amendments also introduce a requirement for Suppliers bound by the TCP Code to register with Communications Alliance. Suppliers will also, for the first time, be able to attest Partial Compliance with the TCP Code. Partial attestations must be submitted alongside a Compliance Achievement Plan in which the Supplier must identify gaps in compliance and a plan to achieve full compliance.

In line with legislated requirements for Codes, the public comment period will run until 30 December 2015.


Communications Alliance is the primary telecommunications industry body in Australia. Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, search engines, equipment vendors, IT companies, consultants and business groups.

Its vision is to provide a unified voice for the telecommunications industry and to lead it into the next generation of converging networks, technologies and services. The prime mission of Communications Alliance is to promote the growth of the Australian communications industry and the protection of consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. For more details about Communications Alliance, see

Media information contacts:

Communications Alliance
Hannah Ritchie
0452 404 303