The Australian Communications and Media Authority (ACMA) is seeking feedback on proposed new rules to provide stronger and directly enforceable protections for telco consumers.
The draft Telecommunications (Consumer Protections) Industry Standard 2026 will replace the existing industry-developed code and strengthen safeguards covering responsible selling, credit assessments, sales incentives, payment methods, disconnections and remedies when consumers are harmed.
ACMA Chair Nerida O’Loughlin said phone and internet services underpin Australians’ everyday lives.
“Consumers should be confident that telco products are sold responsibly, meet their needs and are within their means,” Ms O’Loughlin said.
“The draft standard will establish clearer and improved obligations on telcos, backed by stronger and more immediately available enforcement powers for the ACMA.”
Key proposed protections include:
- requiring telcos to provide clearer information before a sale
- guardrails for sales incentive schemes
- strengthened credit assessments
- better information and remedies relating to mobile coverage
- support for consumers experiencing vulnerability
- more flexible payment options, and
- protections against unfair or erroneous disconnection.
The consultation follows the ACMA’s announcement in March 2026 that it would replace the existing industry code after concluding that proposals put forward by industry to revise it did not provide appropriate community safeguards.
“We have been listening to consumer representatives and industry as we developed this draft Standard over the last few months.
“We now want to hear whether the new rules are clear, comprehensive and capable of delivering the stronger protections telco consumers need,” Ms O’Loughlin said.
The ACMA also plans to meet with a range of consumer advocacy groups and industry stakeholders during the six-week consultation period to directly seek their views on the draft TCP Standard.
The draft standard, consultation paper and information about making a submission are available on the ACMA website. Submissions on the draft Standard are open until 10 November.
