Telcos must now inform customers of included value use

Telco customers on phone plans with ‘included value’ will now receive notifications from their provider when they reach usage flag posts, according to the Telecommunications Consumer Protection (TCP) Code registered by ACMA.

Customers will receive SMS messages from their providers once they have reached 50-, 85- and 100-percent of their ‘included value’ — which typically involves a dollar value listed in a plan product which call and SMS fes are deducted from. For example, a phone plan with $500 worth of calls and SMS.

Telcos have up to 48-hours to send ‘electronic notification alerts’ to inform customers of their usage.

The Australian Communications and Media Auhtority (ACMA) flagged this change when it first submitted its updated TCP Code back in 2012, but has given the industry until now to prepare for the shift in its obligations.

On it’s blog, ACMA is calling this a ‘coming of age’, and outlines the numerous amendments to the TCP Code it has implemented over the past 24-months. The introduction of Critical Information Summaries for all mobile phone plans is one of the most significant changes, along with usage alerts, which telcos have already implemented for data use.

The TCP Code now also limits the use of specific terminology from being used in advertisements for telco products, including terms like ‘Cap’, ‘free’ and ‘unlimited’.

Joseph Hanlon

Editorial Director | X | LinkedIn

Joe Hanlon has been immersed in mobile phones, plans and the internet for over a decade, having written for publications like CNET, Techradar, Gizmodo and Lifehacker. He steers the editorial ship and makes sure that we are always serving up the most useful guides and recommendations. If you ever bump into Joe on the street, don't be afraid to ask for a phone recommendation. It's embarrassing how much he enjoys talking about this stuff. He also loves listening to podcasts, so feel free to email Joe with recommendations.

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