Tag Archives: policy

Cooper Mills releases Financial Hardship Template & Guide

ACMA has warned of an “early focus on compliance with the financial hardship provisions of the new Telecommunications Consumer Protection Code.” Cooper Mills has responded with a template for an updated Financial Hardship Policy, with Guidance Notes.

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ACMA on the prowl re complaint handling

Australian Communications and Media Authority staff have spent December and January engaged in “environmental scanning activities targeting specific aspects of the TCP Code” with an emphasis on complaint handling . “Environmental scanning activities” includes reviewing telco websites to see if … Continue reading

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Financial Hardship Policies must comply with the TCP Code

The TCP Code demands that a telco has a Financial Hardship Policy, and lays down some specific rules about it.¬† Did you know you must also have a separate summary of your full Financial Hardship Policy?¬† And that you must … Continue reading

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Does your Complaints Policy have to be on your website?

No, it doesn’t. What the TCP Code requires is that a summary of your full Complaints Handling Process¬† is posted, and it sets out minimum requirements for the content of that summary. Can you satisfy the requirement by posting your … Continue reading

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