Communications Alliance (CA) has is set to release a new telecommunications industry code for public comment. CA has announced the new code will be aimed at streamlining customer service, building better complaint handling and will include a number of stronger consumer protections.

 

The draft of the Telecommunications Consumer Protections (TCP) Code will be released to the public following an industry consultation period which, according to CA, included extensive meetings with consumer representatives and industry regulators.

 

Proposed alterations to the existing code include:

  • Unit Pricing – three unit prices (for calls, text message and data use) to be included in all large print advertisements for post-paid, included value mobile plans, to help consumers compare different plans before they buy
  • Tighter deadlines for phone companies to acknowledge and resolve customer complaints, with every customer receiving a unique reference number to help track the progress of their complaint
  • Stronger restrictions on advertising content to ensure ads are clear and do not mislead customers
  • Better pre-sales information – a clear and concise Summary of Offer provided to consumers before they purchase post-paid products, to ensure they have all the necessary information about the products and can easily compare offers from different providers
  • Spend management tools – to help customers manage their monthly spend and to prevent “bill-shock”. This includes notifications to tell customers where they stand in comparison to any data usage limits each month and help them avoid any excess charges
  • A new independent body – Communications Compliance - to monitor the performance of service providers in complying with the Code rules
  • New obligations on suppliers in relation to vulnerable customers and meeting customers’ needs

 

“We are in continuing and constructive dialogue with the ACMA and other players, including the Telecommunications Industry Ombudsman (TIO) on a range of Code issues, and will further refine the Code in the light of inputs received during the public comment period," Communications Alliance CEO John Stanton said.

 

Once the draft Code is finalised and approved by the Communications Alliance Board, it will be submitted to the ACMA for formal registration before coming into force.