Code for the Marketing of Broadband Services
What it is
This Code requires providers who market broadband services to ensure that the information about the technical and performance characteristics of the broadband service is presented in a clear, accurate and up-to-date way.
Purpose
The purpose of this Code is to set out the key principles that providers should adhere to when marketing broadband Telecommunications Services to Consumers, by:
- Presenting fair and accurate information about the speed and performance of broadband plans in marketing collateral; and
- Not misleading consumers on speed and performance indicators.
Providers can market broadband services on the basis of “Personas”, provided these are objectively justified and demonstrably reasonable.
Providers must also provide a clear process for consumers to raise complaints regarding the speed and performance of their broadband service and a commitment to resolve the issue.
Who it applies to
Providers who market broadband services to consumers.
Who it affects
Consumers of broadband telecommunications services.
Code status
Code type: Voluntary Code
Document version: 2nd edition. October 2025
Signatories to this Code
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Broadband Product Disclosure Code
This is the mandatory code of practice that specifies minimum standards for the disclosure of information regarding residential broadband internet access plans to customers.
Copper and PSTN Transition Code
This is the code for the marketing of alternative services (broadband services) during the transition from copper and PSTN to fibre and wireless connections.
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