Telecommunications Consumer Protections Code

Telstra is committed to providing the consumer protections set out in the Telecommunications Consumer Protections (TCP) Code C628:2019.

The Code applies to Telstra and other retail telecommunications service providers. It contains a set of rules designed to protect the rights of consumers and clearly spells out the obligations of retail telecommunications service providers.

It deals with a range of customer transactions and sets out mandatory requirements in relation to:

  • bills and billing
  • financial assistance and support
  • customer transfer
  • consumer contracts
  • the information providers are required to give customers about products and services, prices, terms and conditions.

A revised Code commenced on 1 August 2019. The revised Code contains new credit assessment provisions, enhanced obligations on providers to ensure selling practices are fair and transparent, and clearer rights for consumer access to records relating to their contracts.