Direct regulation proposed by ACMA if industry fails to address issues

Australian Communications and Media Authority (ACMA) demands industry improvement in customer protection.

Communications Minister Michelle Rowland is backing this position and plans to enforce financial hardship support as a standard. 

The Telecommunications Consumer Protection (TCP) code is currently being reviewed, and ACMA has submitted its comments on the matter. 

A new code is expected to be produced by 2024. ACMA emphasises the need for clarity, quality assistance, and timely resolution for customers. This includes giving customers the choice of payment method, providing help for those in need, and treating vulnerable customers fairly. 

ACMA is concerned that the current code is not meeting customer expectations and wants the industry to make urgent improvements. If progress is not made, direct regulation may be implemented, granting ACMA enforcement tools. 

The Australian Communications Consumer Action Network (ACCAN) and the Australian Competition and Consumer Commission also support direct regulation to protect vulnerable customers.

- CyberBeat