The telecommunications regulator, the Australian Communications and Media Authority (ACMA), has developed a new regulation called the Telecommunications (Financial Hardship) Industry Standard (the FH standard), which improves protections in the existing Telecommunications Consumer Protections Code (TCP Code). The FH standard is mandatory, meaning telcos must comply with it.

Key components of the Financial Hardship Standard

Financial Hardship Assistance: Communicating with Consumers

Financial hardship means that a customer can’t meet their payment obligations due to the circumstances they are experiencing. Under the FH standard, these circumstances include:

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ACCAN recently submitted to the Department of Infrastructure, Transport, Regional Development, Communications and the Arts (the Department) on the Better Delivery of Universal Services discussion paper (the Consultation). In addition to ACCAN’s responses to the Consultation questions, we further recommended that the Department:

ACCAN recently submitted our comments to Communications Alliance on the C657:2024 Inbound Number Portability Industry Code.

ACCAN considers the current Code to largely be meeting its intended objectives: providing guidance for industry and providing appropriate consumer protections.