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 has released a discussion paper on Part A: Redress and Complaints Handling for public consultation, with comments invited until 5:00pm AEST on Friday, 3 August 2018 .

Discussion papers for Part B (reliability of services) and Part C (choices and fairness) will follow shortly.

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

Consumer Safeguard Review Infographic. Part A - Consumer redress and complaints handling. Part B - Reliability of services. Part C - Choice and Fairness. Part A is highlighted to show that this is the current consultation.

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.