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Fair Call
Campaign
Telcos are writing the rules that are meant to hold them accountable. It's no surprise they’re failing consumers. The Telecommunication Consumer Protection (TCP) Code is supposed to set rules for how telcos treat their customers. It covers things like sales practices, billing, credit checks, and customer service.
After over a decade of reviews, breaches, and ongoing consumer harm, it’s clear the Code isn’t working.
The latest draft, developed by industry body Communications Alliance, has serious flaws. Despite ongoing feedback from consumer groups, regulators, and some telcos themselves, key issues remain unresolved — especially when it comes to the sales practices used by telcos which result in real consumer harm.
We believe enough is enough.
Join Our Call
We need your help to hold telcos accountable. Share our campaign posts on your socials using the hashtag #FixTheTelcoRules, tag ACCAN and the ACMA (on Facebook, X and LinkedIn) to show your support and call for stronger consumer protections.
Every share helps build momentum for reform.
Download shareable tiles for social media:
Who we are
The Fair Call Coalition is a group of 23 consumer advocacy organisations standing together to call for stronger protections for people using phone and internet services in Australia.
The Coalition includes organisations from across the community sector, including financial counsellors, disability advocates, regional groups, and legal centres. Together, we’re calling for stronger regulations to replace the current Code
What We’re Calling For
The telco regulator, the Australian Communications and Media Authority (ACMA), has the power to reject the TCP Code. We’re asking the ACMA not to register the draft TCP Code — and instead to introduce stronger, mandatory rules that put consumers first.
> Stronger rules on sales and credit practices
> Fair treatment of customers experiencing debt by telcos
> Regulation that prioritises the needs of vulnerable customers
> Accountability for telcos that do the wrong thing
Self-regulation for telcos clearly not working - Joint Statement - September 2025
The Fair Call Coalition has penned a joint statement calling on ACMA to:
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Scrap the flawed and vague TCP Code, and;
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Move to directly regulate sales practices and credit assessments.
FOI documents reveal ACMA has been concerned about industry’s failure to uplift protections through the Code for more than two years. Meanwhile, Fair Call members deal with the consequences of poor sales and credit practices every day - which the Code fails to address.
The TCP Code is unfit for registration, and Australians deserve stronger safeguards. It’s time for ACMA to step in.
See our full statement: Joint Statement from the Fair Call Coalition - 2 SEPTEMBER 2025
Join Our Call
We need your help to hold telcos accountable. Share our campaign posts on your socials using the hashtag #FixTheTelcoRules, tag ACCAN and the ACMA (on Facebook, X and LinkedIn) to show your support and call for stronger consumer protections.
Every share helps build momentum for reform.
Download shareable tiles for social media:
Who we are
The Fair Call Coalition is a group of 23 consumer advocacy organisations standing together to call for stronger protections for people using phone and internet services in Australia.
The Coalition includes organisations from across the community sector, including financial counsellors, disability advocates, regional groups, and legal centres. Together, we’re calling for stronger regulations to replace the current Code
The Open Letter to ACMA
We’ve submitted an open letter to ACMA, signed by all 22 Coalition members.
We call on the regulator to:
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Reject the proposed TCP Code
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Recognise and action the concerns of the ACCC, Telecommunications Industry Ombudsman, and consumer organisations
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Develop direct regulation that meets community expectations
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Ensure the telco sector is held to the same standard as other essential services
What’s Next
We’ll continue to advocate for telco rules that are clear, enforceable, built around the real experiences of consumers and ensure consumer protection.
Telecommunications are an essential service — and they should be treated that way.
Members of the Coalition
Consumer Action Law Centre
Financial Counselling Australia
Economic Abuse Reference Group
WEstjustice
CHOICE
Financial Rights Legal Centre
Indigenous Consumer Assistance Network
Consumers’ Federation of Australia
South Australian Council of Social Service
Care ACT
Anglicare NT
Bush Money Mob, WA
MoneyMob Talkabout, NT
Hume Riverina Community Legal Service
Consumer Credit Legal Service, WA
Consumer Policy Research Centre
Council on the Ageing (COTA) Australia
Victorian Aboriginal Legal Service
Redfern Legal Centre
South-East Community Links
Australian Council of Social Service
Centre for Women’s Economic Safety