Industry codes

Confirmed code breaches in 2010-11

Possible code issues in 2010-11

Case study

Industry codes are rules identified by the telecommunications industry as the benchmarks of best practice. The TIO investigates complaints using codes that have been formally recognised by the Australian Communications and Media Authority (ACMA).

We record two types of code data:

Confirmed breaches - a confirmed breach is identified during a formal investigation (Levels 3 and 4 of our process). It is never recorded without giving the service provider a reasonable opportunity to respond with evidence and its own version of events.

Possible code issues – these are generally recorded during Referral and Conciliation (Levels 1 and 2), where the claims of the consumer indicate that a code compliance problem might exist. 

Related links

Improving communications with service providers