The ACMA oversees compliance with Industry codes, such as the Telecommunications Consumer Protections (TCP) Code. The TCP Code applies to all telephone and internet service providers, regardless of the network over which they provide services.
The TCP Code commits service providers to
- conduct honest and fair dealings with their customers
- provide clear, [...]
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Under the universal service obligation (USO), the primary universal service provider —Telstra—must ensure that all people in Australia are provided with equitable access to standard telephone services and payphones.
This obligation applies to all areas in Australia including areas to be covered by the NBN. It continues during and after the NBN rollout. Amendments to [...]Continue Reading →
The Customer Service Guarantee (CSG) Standard 2011 (CSG Standard) sets performance standards for the supply of fixed-line telephone services including
- connecting a service
- repairing a fault or service difficulty; and
- attending appointments with customers.
The CSG Standard does not apply to broadband internet services or mobile phone services, but will continue to apply [...]Continue Reading →
Priority assistance gives priority for the connection and fault repair of fixed home telephone services to persons with a serious medical condition who are at risk of suffering a rapid, life-threatening deterioration in their condition.
Telstra is required to offer priority assistance as part of its carrier licence conditions. Other providers may choose to offer [...]Continue Reading →
People who are Deaf, hearing or speech impaired have a right to telecommunications services and certain types of disability equipment to facilitate ease of access.
If you have difficulty using a normal telephone handset, you may be able to source disability equipment from your telephone service provider, however there is no requirement for all service [...]Continue Reading →
Emergency call services are operated by designated emergency call persons, Telstra— for Triple Zero (000) — and the National Relay Service provider— for 106.
Emergency call services provide all people in Australia with an operator-assisted service that connects people to the relevant emergency service organisation—police, fire, ambulance—in a life-threatening or time-critical emergency.
All providers of [...]Continue Reading →
Under the Universal Service Obligation (USO), Telstra is required to ensure public payphones are made available to all people in Australia on an equitable basis. Other providers may also provide payphones on a commercial basis.
During the NBN rollout, Telstra’s obligation to provide public payphones continues.
For more information on public payphones see the Continue Reading →
NBN Co does not sell telephone or internet services direct to the public, so you will need to contact your preferred service provider to discuss your connection to the NBN. You can choose to stay with your existing service provider, or you may like to shop around and choose a new service provider when you [...]Continue Reading →
Telephone or internet service providers
Your current service provider may be able to provide you with advice regarding the types of services it offers once the NBN is available in your area, and provide assistance with questions you may have regarding the process of moving to an NBN-based service. You should be able to [...]
The ACMA licenses telecommunications carriers. Carriers own network units—which may be telecommunications transmission infrastructure, cable, wireless or satellite facilities used for providing telecommunications services. They must be licensed to legally provide services to other companies or the public through these facilities.
NBN Co is a licensed carrier providing wholesale services to other carriers as well [...]Continue Reading →