Better protections for telco customers experiencing domestic and family violence

The Albanese Government has taken an important step to strengthen protections for telecommunications customers experiencing domestic and family violence, by ensuring they can access timely support when they need it most.

The Minister for Communications will direct the Australian Communications and Media Authority (ACMA) to make an enforceable industry standard to ensure appropriate support is provided to telecommunications customers experiencing domestic and family violence.

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

Telecommunication services need to be a safe, secure and reliable avenue for victim-survivors to access information, conduct critical safety planning and seek the support they need to leave a violent situation, as well as remain connected with family members, friends and important social support networks.

Communications Alliance’s May 2023 Guideline, Assisting Consumers Affected by Domestic and Family Violence, has provided practical, operational-level guidance about the policies, training, and supporting materials telcos should have in place to identify and provide support in domestic and family violence situations. However, a voluntary guideline is unable to provide sufficient levels of consistent protections for victim-survivors and this needs to be developed into an enforceable industry standard.

A current review of the Telecommunications Consumer Protections Code has also shown the Code to be an ineffective solution to establish necessary protections in an appropriate timeframe, and there is a need to act quickly and directly on an issue of utmost importance.

Directly regulated safeguards on domestic and family violence will address the serious issues being faced by victim-survivors in accessing support from their telcos when they need it most.

Examples of safeguards include:

Minimum requirements for policies and staff training, with compliance reporting
Prohibiting alleged perpetrator involvement in discussions with a victim-survivor
Obligations relating to the privacy, safety and security of accounts
Removing requirements for victim-survivors to provide evidence or tell their story multiple times
Requirements for telcos to recognise domestic and family violence as a potential cause of payment difficulties and to consider the impact of any service suspension or disconnection

The Government encourages all stakeholders to work constructively with the ACMA on the development of the Domestic and Family Violence Industry Standard to ensure that it is effective, robust and able to respond adequately to the needs of telco customers experiencing domestic and family violence.

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

“Whilst I acknowledge the best efforts of many telcos to improve their services and establish higher standards in the industry, it is clear to me that more needs to be done, and quickly.

“An enforceable industry standard, developed by the ACMA in consultation with industry and other stakeholders, will provide the best opportunity to deliver effective, important and necessary protections for victim-survivors of domestic and family violence.

“Victim-survivors should not be forced to contact alleged perpetrators when making necessary changes to their telco accounts and services, provide evidence of abuse or tell their often harrowing stories multiple times. We also need to ensure that frontline staff are educated and supported to provide appropriate services to victim-survivors of domestic and family violence, with a clear priority to keep them connected.”

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

“Family, domestic and sexual violence destroys lives and one life lost is one too many – it must end.

“Since the day we were elected, our Government has made the safety of women and children experiencing family, domestic and sexual violence a national priority.

“We’ve invested more than $3.4 billion to support efforts under the National Plan, in addition to our recent investment of $4.4 billion to prevent violence and support legal service. This change with relation to Telecommunications will add to our efforts to keep women and children safe.”

If you or someone you know is experiencing, or at risk of experiencing, domestic, family, or sexual violence, call 1800 737 732, text 0458 737 732 or visit www.1800RESPECT.org.au for online chat and video call services.

If you are concerned about your behaviour or use of violence, you can contact the Men’s Referral Service on 1300 766 491 or visit www.ntv.org.au.

Feeling worried or no good? Connect with 13YARN Aboriginal & Torres Strait Islander Crisis Supporters on 13 92 76, available 24/7 from any mobile or pay phone, or visit www.13yarn.org.au. No shame, no judgement, safe place to yarn.