Media Release

New powers for the ACMA to strengthen telecommunications consumer protection

The Minister for Broadband, Communications and Digital Economy, Senator Stephen Conroy, today announced new measures to ensure that consumers continue to be strongly protected and represented in the telecommunications sector.

The Gillard Government is providing additional powers to the Australian Communications and Media Authority to make new rules to better protect telecommunications consumers.

The new powers follow the registration of the Telecommunications Consumer Protection (TCP) code in July and allow the ACMA to act to achieve the following:

• Clearer pricing information in advertisements
• Improved information about plans
• Increased transparency about billing and expenditure arrangements, and
• Improved complaint handling

“This will provide the ACMA with the flexibility to introduce consumer protection measures if satisfactory consumer outcomes are not being delivered,” Senator Conroy said.

“These powers are not a replacement for the existing TCP code, but they are a clear signal to telecommunications companies that we expect to see measureable improvements to customer service.

“These new powers allow the ACMA to act quickly if required, particularly for issues that may emerge in the future.

“I still expect the industry to take primary responsibility for achieving the outcomes we all seek for consumers.”

A new five-year funding deed has also been agreed that will provide the Australian Communications Consumer Action Network (ACCAN) over $2 million a year up to 2017. The funding is delivered through a levy on telecommunications companies.

“This support provides certainty to ACCAN and will ensure that consumers continue to have a strong and unified voice,” Senator Conroy said.

“Since its inception in 2009, ACCAN has established itself as a well-regarded and effective organisation representing telecommunications consumers. A recent review has confirmed that it is helping to achieve a better deal for Australians.”

The Gillard Government’s reforms to better protect telecommunications consumers are in addition to recent steps taken to make international mobile roaming rates for Australian travellers more transparent.

“Within twelve months, Australian telecommunications companies will have to alert their customers about exactly how much they will be charged when they make a phone call, send a text message, or surf the internet, wherever they may be overseas."

Date: 5 September 2012
Contact: Adam Sims 0408 258 457