The Government is reviewing Australia’s telecommunications consumer safeguards to prepare the framework for a post-2020 environment.

The consumer safeguards we have in place today were mostly designed around fixed‑line voice services delivered over the existing copper telephone network. The ongoing relevance and usefulness of these protections is decreasing as Australia’s telecommunications environment and consumer use of telecommunications services continue to change.

The Government has released the terms of reference for a review to prepare the telecommunications consumer protections framework for a post-2020 environment – one in which the NBN has been rolled out to all Australia homes and businesses.

The Consumer Safeguards Review will be undertaken in three parts:

  1. redress and complaints handling
  2. reliability of telecommunications services, and
  3. choice and fairness in the retail relationship between the customer and their provider.

The Government will be releasing a discussion paper on Redress and Complaints Handling for public consultation shortly.

The review findings are expected to be reported to Government by the end of 2018.


Terms of Reference - Telecommunications Consumer Safeguards Review


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The Australian telecommunications industry has undergone extensive transformation over the last 20 years, driven by new technologies, increased competition, rapidly changing consumer preferences and the rollout of the National Broadband Network (NBN). The Government is reviewing Australia’s existing consumer safeguards and has released a terms of reference for the review.