Updated industry guidelines to help address domestic and family violence

Peak telecommunications industry body, Communications Alliance, has today released updated guidance that aims to better equip telcos to support providers helping customers affected by domestic and family violence (DFV).

 

The updated guideline Assisting Consumers Affected by Domestic and Family Violence focuses on how telcos identify abuse and support victim-survivors. It provides practical, operational-level guidance about the policies, training, and supporting materials telcos should have in place to identify DFV and provide appropriate support to consumers affected by it.



The resources include case studies on possible presentations of DFV cases, information on how telcos can manage DFV matters against the backdrop of other industry legal and regulatory obligations, and best-practice recommendations on policies, tools and processes to help DFV victims, and educate, train and support staff.

 

The revised Guideline updates the original version published by Communications Alliance in 2018, and draws on feedback from an industry review launched in 2020.



Violence against women and children is a problem of epidemic proportions in Australia. One in 3 women has experienced physical violence since the age of 15, and one in 5 has experienced sexual violence.

 

For more information and to read the updated Guideline, visit www.commsalliance.com.au/Documents/all/guidelines

 

Quotes attributable to Minister for Communications, the Hon Michelle Rowland MP:



"The Albanese Government is committed to doing all we can to overcome the scourge of domestic and family violence, and welcomes steps taking by Communications Alliance to coordinate an industry-wide response to support victim-survivors.



"We know telecommunications networks are misused all too often by perpetrators to carry out their abuse.



"This updated industry Guideline will assist staff who answer customers’ calls every day to recognise what is often hidden in plain sight, and empower them with a framework to safely and effectively assist victims the best they can.

 

"I am considering what further tools are necessary to ensure victim-survivors of domestic and family violence are appropriately supported – including any changes to consumer protection rules."

 

Quotes attributable to Minister for Social Services, the Hon Amanda Rishworth MP:

 

"Victim-survivors often rely on telecommunications as a lifeline, but they can also compound domestic and family violence by facilitating abuse – whether that be through repeated unwanted messages, monitoring of calls or tracking of movements.

 

"Telcos need to be aware of how products can be used and misused to make sure that do not add to the harm that customers are already experiencing.

 

"All staff who are assisting customers experiencing family, domestic or sexual violence, regardless of whether it is taking place in the physical or online environment, need to be equipped with appropriate training to respond appropriately and effectively. This updated industry guideline will help providers with improved and compassionate responses that have victim-survivors at the centre."