Industry code report

Boy and father looking at iPad 

We recorded code data for eight different industry codes in 2014-15. We also monitored compliance with the International Mobile Roaming Standard.

Of the investigations we closed in 2014-15, we recorded 81 code breaches of the Telecommunications Consumer Protections (TCP) Code 2012. These breaches arose from 42 different complaints.

Confirmed code breaches

When we investigate a complaint, we can determine if a relevant industry code has been complied with.

TCP Code chapter
Number
Percentage
Complaint handling
39
48.1
Billing
13
16
Advertising, sales, contracts and customer service
12
14.8
General rules
11
13.6
Credit and debt management
5
6.2
Changing suppliers
1
1.2

Possible code issues

In each new complaint, we listen to the consumer's version of events and make a note of potential code compliance issues. During 2014-15, we recorded 333,284 possible code issues, of which 324,450 were issues under the TCP Code 2012.

TCP Code chapter
Number
Percentage
Billing
116,899 35.1
Advertising, sales, contracts and customer service 60,986 18.3
Complaint handling
52,516
15.8
Credit and debt management
47,178 14.1
General rules
37,771 11.3
Changing suppliers
9,100 2.7