Industry Consumer Advisory Group (ICAG)

Description
ICAG is a standing working group responsible for:

• identifying, analysing, prioritising and responding to industry issues relevant to, or likely to affect, residential and small business consumers of telecommunications goods and services; and
• engaging with relevant stakeholders on consumer-related telecommunication issues, including, but not limited to:
  • onsumer groups,
  • regulators,
  • the TIO,
  • Communications Compliance, and
  • other bodies and representatives focused on consumer issues.

Examples of ICAG work

• Codes/Guidelines and related documentation – drafting new and reviewing existing industry codes, guidelines, and related documentation. This includes:
  • the Telecommunications Consumer Protections (TCP) Code,
  • Guidelines on the use of Advocates and Authorised Representatives (currently under revision), interactions with First Nations Australians (new project), assisting those affected by domestic and family violence (available, superseded).
• Stakeholder engagement – e.g. regularly inviting stakeholders to its meetings; drafting submissions to government.
• Educational/awareness raising – e.g. facilitating seminars on accessibility, financial counselling issues or the TCP Code. Or drafting plain-language information for consumers about the protections provided under the TCP Code.

ICAG sub-groups and examples of topics managed

Under its Terms of Reference, ICAG may establish sub-groups to work on specified issues. These may be disbanded at the end of a project or maintained as a standing sub-committee for ongoing issues.

Examples of ongoing ICAG sub-groups include:

• TCP Code
• Domestic and family violence
• Complaints & TIO-related issues
• First Nations & digital inclusion
• Authorised Representatives and Advocates

Representatives
AGL, amaysim, Aussie Broadband, Foxtel, More, nbn, Optus, Origin, Pivotel, Superloop, Symbio, Telstra, TPG Telecom, Twillio, Vocus and Woolworths Group.