ACMA Replaces Telco Consumer Code with Enforceable Industry Standard

ACMA Media Releases

Published March 27th, 2026

Detected March 26th, 2026

Summary

The Australian Communications and Media Authority (ACMA) will replace the industry-developed Telecommunications Consumer Protections (TCP) Code with an enforceable industry standard. This move aims to provide stronger, directly regulated protections for telco consumers regarding advertising, selling practices, and financial hardship.

View original document View source feed page

What changed

The Australian Communications and Media Authority (ACMA) has announced its decision to replace the existing Telecommunications Consumer Protections (TCP) Code with a new, enforceable industry standard. This standard will directly regulate key consumer protections previously managed by industry-developed codes, including advertising, responsible selling, and financial hardship for residential and small business customers. The ACMA cited increased consumer reliance on telecommunications services and recent issues like network outages and selling practice shortcomings as reasons for this regulatory shift.

Telecommunications providers must prepare for the transition from the current TCP Code to the new industry standard. While the 2019 TCP Code remains in force until the new standard commences, entities should anticipate clearer obligations and stronger enforcement powers for the ACMA. The ACMA will undertake a public consultation process before determining the final standard, but the intent is to establish a more robust regulatory framework ensuring consistent consumer expectations and immediate recourse for non-compliance. Affected entities should monitor the consultation process and prepare for updated compliance requirements.

What to do next

Monitor ACMA public consultation on the new industry standard.
Prepare for updated compliance requirements related to advertising, responsible selling, and financial hardship.
Ensure internal policies align with direct regulation rather than industry-developed codes.

Penalties

Stronger and more immediately available enforcement powers for the regulator.

Source document (simplified)

ACMA to replace telco consumer code with stronger protections

27 March 2026

The Australian Communications and Media Authority (ACMA) will determine an enforceable industry standard to replace the industry-developed Telecommunications Consumer Protections (TCP) Code.

This code has been the main mechanism providing protections for telco consumers in critical areas such as advertising, responsible selling, fair treatment for vulnerable consumers, and credit/debt management for residential and small business customers in Australia.

ACMA Chair Nerida O’Loughlin said that an industry standard will provide stronger protections for consumers, who now see phone and internet services as an essential part of their everyday lives.

“Consumer reliance on telecommunications is far greater today than when the current code was made in 2019. The harms to consumers are also greater when services are unavailable or protections are lacking.

“Recent issues caused by network outages, Triple Zero unavailability, shortcomings from the 3G shutdown process and significant issues with responsible selling have further undermined confidence in the telco sector’s commitment to its customers.

“Over recent years the ACMA has progressively lifted key consumer safeguards from telco industry codes into enforceable industry standards, including for complaint handling, financial hardship obligations and protections for people experiencing domestic and family violence.

“Now is the time to move the remaining consumer protections into direct regulation so that expectations are consistent, obligations are clear and are backed by stronger and more immediately available enforcement powers for the regulator.

“For example, telco consumers must have confidence that selling practices are fair and that they will not be sold services they cannot afford, do not deliver the service for which they paid or the coverage they have been promised,” Ms O’Loughlin said.

The ACMA’s decision follows an extensive development and consultation process commenced in 2023 by the industry, through the Australian Telecommunications Alliance (ATA) and its predecessor. Under the Telecommunications Act 1997, industry must be given the opportunity to develop codes of practice before a Standard can be put in place by the ACMA.

“The ACMA acknowledges the extensive and constructive work undertaken by the ATA and its members throughout the code development process.

“However, the ACMA still does not have before it a code capable of registration. We have also considered the contemporary expectations of consumers and decided that moving to an industry standard is now necessary,” Ms O’Loughlin said.

The ACMA has commenced the process to determine an industry standard under section 125 of the Telecommunications Act, which will include a period of public consultation. The existing 2019 TCP Code will remain in force until the new standard commences, at which time the code will cease to be registered.

MR 07/2026