C525:2023 Handling of Life Threatening and Unwelcome Communications
Provides standard procedures for the cooperative handling (including call tracing) by carriers, carriage service providers and the national relay service provider of communications across networks that are life threatening or connected with a pattern of unwelcome communications. The Code also outlines when carriers, carriage service providers and the national relay service provider can deal with unwelcome call complaints relating to non real-time communications such as SMS, MMS and email.
Revision
The Code was revised in 2023 to:
- Add additional clarity to the definition of Pattern of Unwelcome Communications and Unwelcome Communications;
- Include a new clause to clarify information sharing when identifying a pattern of Unwelcome Communications from an offender who has moved Suppliers;
- Reduce the time required before sending a second warning letter;
- Consider circumstances for domestic and family violence situations.
2024 Amendment
In 2024 the Code was amended to align with an amendment made to The Telecommunications Act 1997.
Two Industry Guidance notes also exist to complement the Code. The first is a Customers Process Industry Guidance Note IGN010 and the second sets out the agreed thresholds for complaints to Helplines.
Helpline Register
To access the processes set out in chapter 5 of this Code, Helpline organisations are required to complete an online submission form to be registered on the Helpline Register maintained by Communications Alliance.
Register: Please enter your Helpline details here Submission Form