Telco industry supports new legislation to improve consumer outcomes

28 August 2025: The Australian Telecommunications Alliance (ATA) supports new legislation to improve consumer outcomes, saying the Telecommunications Amendment (Enhancing Consumer Safeguards) Bill 2025 includes measures that the industry has been calling for over several years.

“The Australian Telecommunications Alliance has consistently called for faster enforcement powers for the Australian Communications and Media Authority (ACMA). We welcome the introduction of this legislation as part of as suite of measures to improve outcomes for Australian consumers,” said ATA CEO Luke Coleman.

The legislation will enable the ACMA to take direct enforcement action against telcos that have breached industry codes. Currently, the ACMA must first issue a direction to comply with a code before taking enforcement action.

“The telecommunications sector has put forward the strongest-ever set of consumer safeguards in the revised Telecommunications Consumer Protection Code (TCP Code), currently being considered by the regulator. The ATA wrote to the Minister for Communications in December 2024 calling for stronger ACMA powers to ensure that the TCP Code can be enforced quickly and effectively.”

“There is a misconception that industry codes are voluntary or self-regulated – this is simply untrue. The ACMA is responsible for code enforcement – and this legislation will increase the ACMA’s powers, enabling the regulator to impose higher fines and take immediate enforcement action for breaches of codes, including the TCP Code,” Mr Coleman said.

“The strengthened TCP Code will provide a safety net above a safety net. Telcos will continue to be subject to the Australian Consumer Law and the powers of the ACCC, and would also face potential fines from the ACMA for any breaches of the Code.”

“Combined, the strengthened TCP Code and the Enhancing Consumer Safeguards Bill will provide substantially greater consumer protections for Australians.”

The updated Code includes new and extended obligations to support and protect consumers in the sales process, including through rules about advertising, information and customer support provided pre- and post-sale. It also requires affordability indicator checks, with specific protections from irresponsible sales at point of sale, and clear remedies in place where problems occur – including through mis-selling.

“Australians expect the highest standards of business behaviour from telcos, and these new direct enforcement powers will ensure they are held to account by the regulator,” Mr Coleman said.

The ATA also supports – and has long called for – the establishment of a carriage service provider (CSP) register to improve transparency of industry participants, which is also included in the Bill.