Telcos are writing the rules that are meant to hold them accountable. It's no surprise they’re failing consumers. The Telecommunication Consumer Protection (TCP) Code is supposed to set rules for how telcos treat their customers. It covers things like sales practices, billing, credit checks, and customer service. 

After over a decade of reviews, breaches, and ongoing consumer harm, it’s clear the Code isn’t working.  

The latest draft, developed by industry body Communications Alliance, has serious flaws. Despite ongoing feedback from consumer groups, regulators, and some telcos themselves, key issues remain unresolved — especially when it comes to the sales practices used by telcos which result in real consumer harm.   

We believe enough is enough. 

The telco regulator, the Australian Communications and Media Authority (ACMA), has the power to reject the TCP Code. We’re asking the ACMA not to register the draft TCP Code — and instead to introduce stronger, mandatory rules that put consumers first.

• Stronger rules on sales and credit practices

• Fair treatment of customers experiencing debt by telcos 

• Regulation that prioritises the needs of vulnerable customers

• Accountability for telcos that do the wrong thing

We need your help to hold telcos accountable. Share our campaign posts on your socials using the hashtag #FixTheTelcoRules, tag ACCAN and the ACMA (on Facebook, X and LinkedIn) to show your support and call for stronger consumer protections. 

Every share helps build momentum for reform. 

• Facebook: @accan_au 

• Instagram: @accan_au 

• X: @accan_au 

• LinkedIn: @Australian Communications Consumer Action Network (ACCAN) 

• BlueSky:  @accan-aus.bsky.social 

• Facebook: @Australian Communications and Media Authority 

• X: @acmadotgov 

• LinkedIn:  @Australian Communications and Media Authority (ACMA) 

The Fair Call Coalition is a group of 23 consumer advocacy organisations standing together to call for stronger protections for people using phone and internet services in Australia.

The Coalition includes organisations from across the community sector, including financial counsellors, disability advocates, regional groups, and legal centres. Together, we’re calling for stronger regulations to replace the current Code

We’ve submitted an open letter to ACMA, signed by all 22 Coalition members. 

We call on the regulator to: 

• Reject the proposed TCP Code 

• Recognise and action the concerns of the ACCC, Telecommunications Industry Ombudsman, and consumer organisations 

• Develop direct regulation that meets community expectations 

• Ensure the telco sector is held to the same standard as other essential services

>>> Read the full open letter1.03 MB

What’s Next 

We’ll continue to advocate for telco rules that are clear, enforceable, built around the real experiences of consumers and ensure consumer protection. 

Telecommunications are an essential service — and they should be treated that way.

Members of the Coalition

Consumer Action Law Centre 

Financial Counselling Australia 

Economic Abuse Reference Group 

WEstjustice 

CHOICE 

Financial Rights Legal Centre 

Indigenous Consumer Assistance Network 

Consumers’ Federation of Australia 

South Australian Council of Social Service 

Care ACT 

Anglicare NT 

Bush Money Mob, WA 

MoneyMob Talkabout, NT 

Hume Riverina Community Legal Service 

Consumer Credit Legal Service, WA 

Consumer Policy Research Centre 

Council on the Ageing (COTA) Australia 

Victorian Aboriginal Legal Service 

Redfern Legal Centre 

South-East Community Links 

Australian Council of Social Service 

Centre for Women’s Economic Safety

Media Contacts 

Alec Bennetts

0409 966 931

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