We’ve been asked why the Compliance Shop has only seven TCP Code chapters and corresponding checklists to download. Correctly, a telco pointed out that there are nine chapters in the Code.
The answer is that Chapter 1 contains only introductory material. It’s important, but it doesn’t itself create any obligations for telcos. And Chapter 2 is the Code dictionary. Many of the elements of Chapter 1 are picked up in the checklists for later chapters, and the definitions are explained as they arise later on. But it’s Chapters 3, 4, 5, 6, 7, 8 & 9 that do the ‘work’ of the Code.
In our Code information sessions with telcos, we find it handy to run through the Table of Contents of the Code as a one minute overview. So here’s a copy. Cast an eye over it and you’ll pick up a lot in 60 seconds.
1 GENERAL
1.1 Introduction
1.2 Registration with ACMA
1.3 Scope
1.4 Compliance with the Code
1.5 Commencement date
1.6 Code review
1.7 Power of the Telecommunications Industry Ombudsman to handle complaints under the Code
2 DEFINITIONS AND INTERPRETATION
2.1 Definitions
2.2 Interpretation
3 GENERAL RULES
3.1 Language
3.2 Quality of information
3.3 Access to information
3.4 Complying with the law
3.5 Dealing appropriately with Consumers
3.6 Authorised Representatives
3.7 Advocates
4 CONSUMER SALES, SERVICE AND CONTRACTS
Summary
4.1 Telecommunications Offers
4.2 Advertising
4.3 Selling Practices
4.4 Consumers with different needs
4.5 Customer Contracts
4.6 Customer Service
5 BILLING
Summary
5.1 Information for Consumers about charging and Bills
5.2 Charging Policies and Rules, Charging for Bills
5.3 The Bill
5.4 Timing of Bill
5.5 Verifying Charges
5.6 Payment Options
5.7 Direct Debit
6 CREDIT AND DEBT MANAGEMENT
Summary
6.1 Access to Credit Management Information
6.2 Responsible provision of Telecommunications Products
6.3 Provision of information where service is Restricted at the time of application
6.4 Security deposit
6.5 Spend Management Tools
6.6 Access to information about payment and debt collection processes
6.7 Notice to restrict, suspend or disconnect a service
6.8 Fair Credit Management process
6.9 Credit management for disputed amounts
6.10 Debt collection
6.11 Financial Hardship policy
6.12 Fair and timely Financial Hardship assessment
6.13 Communication of Financial Hardship arrangements
6.14 Credit Management in Financial Hardship
7 CHANGING SUPPLIERS
Summary
7.1 New Relationship
7.2 Obtaining Consent
7.3 What Constitutes Consent
7.4 Information to be provided regarding a Transfer
7.5 Transfer Validation
7.6 Consumers to be kept informed
7.7 Notification of completion of a Transfer
7.8 Keeping Records regarding Transfers
7.9 Accessing Records regarding Transfers
7.10 Verification of Transfer
7.11 Sale of Supplier’s Business or Supplier Reorganisation
7.12 Change of Wholesale Provider
8 COMPLAINT HANDLING
Summary
8.1 Provision of a Complaint handling process that is accessible, transparent and free of charge
8.2 Complaint management
8.3 Complaint analysis
8.4 Resourcing of Complaint handling processes
8.5 Record Keeping
9 CODE COMPLIANCE AND MONITORING
Summary
9.1 Code Compliance Framework
9.2 Promoting Code awareness
9.3 Code compliance processes
9.4 Code compliance statements
9.5 Compliance Achievement Plans
9.6 Compliance Monitoring Requests
9.7 Suppliers obligations regarding the CC
