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TCP code takes effect

TCP code takes effect

Better information for telco customers under TCP code requirements

The new Telecommunications Consumer Protections (TCP) Code has gone into effect, requiring all Australian service providers to give customers a standardised format “Critical Information Summary” (CIS).

The CIS outlines everything Australian consumers need to make an informed purchase, and/or to readily compare offers from different providers.

In addition, new billing requirements also take effect, meaning that all telecommunications bills for included-value products must now list the total billed amount for each of the two previous billing periods.

Primary telecommunications industry body, Communications Alliance’s CEO, John Stanton, said the new requirements were part of the progressive implementation of upgraded consumer protections following the registration of the new TCP Code by the Australian Communications and Media Authority (ACMA) in 2012.

“Many service providers have taken the initiative to introduce CIS ahead of the Code schedule. This improved information flow is helping customers better understand what they are buying and is contributing to the strong recent falls in complaints to the industry Ombudsman,” Stanton said.

As of April 1, all providers are required to attest to a new, independent code monitoring body, Communications Compliance, that they are compliant with the TCP Code or submit an action plan detailing how they will become compliant.

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