The Australian Communications and Media Authority (ACMA) wants public feedback on new telco consumer protections that would replace the current industry code. Submissions on the draft Telecommunications (Consumer Protections) Industry Standard 2026 are open from 29 September until 10 November 2026.
Unlike the code it would replace, a standard is directly enforceable by ACMA. According to law firm King & Wood Mallesons, ACMA moved to a standard in March 2026 after deciding the industry’s own drafts did not give the community adequate safeguards. The existing code is C628:2019.
What the new telco consumer protections would require
Mallesons’ summary of the draft points to these main changes:
- A human-operated contact channel, which limits how far providers can rely on chatbots or AI alone.
- Credit assessment thresholds lowered to $300 for residential customers and $2,000 for business customers. ACMA is asking whether a threshold should apply at all.
- The right to cancel without an early exit fee within 20 business days of purchase if mobile coverage disappoints.
- Contact with customers within 7 business days of a provider learning it has mis-sold, with remedies such as refunds or ending the contract without charge.
- Reasonable steps to identify customers in vulnerable circumstances, and no early exit fees where a customer’s decision was impaired.
Who it would cover
The telco consumer protections would apply to providers supplying individuals for personal or domestic use, not-for-profits, and businesses spending up to $40,000 a year with a provider that have no genuine chance to negotiate their contract. Products bought for resale are excluded.
What happens next
The new telco consumer protections are not in effect. No start date has been set, and the length of any transition period is not yet clear, with some industry voices reportedly wanting longer for smaller providers. Once made, breaches could bring infringement notices or civil penalties of up to $250,000 each, according to Mallesons.
Anyone can make a submission to ACMA before the consultation closes on 10 November. ACMA’s page is at acma.gov.au.
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General information only, not legal advice. Check the official source before acting.
Sources: ACMA; King & Wood Mallesons, 14 October 2026; Digital Policy Alert.
