Telecommunications Consumer Protection Code

On September 1, 2012, the Australian Communications and Media Authority, the regulator for telecommunications services in Australia, registered a revised consumer protection code. As Telecommunications Carriage Service Provider - Netbay Internet Pty Ltd is required to comply with the code. The code covers many aspects to assist service providers and their customers in establishing and maintaining an understanding of what is required to provide and use a telecommunications service. The chapters contained in it, in part, cover the following headings:

  • General Rules
  • Consumer Sales, Service and Contracts
  • Billing
  • Credit and Debt Management
  • Changing Suppliers
  • Complaint Handling
  • Code Compliance and Monitoring

Within these chapters are the steps a service provider is required to take in order to reach the prescribed outcomes set out in the code to safeguard the interests of the consumer in areas such as transferring their service from one supplier to another or signing up for a new service and ensuring the consumer is fully aware of what they are agreeing to. Billing sets out how and what we are permitted to charge and how information about billed charges can be obtained. If things go wrong, consumers benefit from the way the code dictates we can take credit management and debt recovery actions and how we are to handle complaints about any aspect of the supply of services.

A copy of the code can be downloaded from Communication Alliance, the primary telecommunications industry body in Australia, here.

Download Forms

  • Critical Information Summary NBN


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