Ombudsman calls for vulnerability re-think

Speaking at a Financial Counselling Victoria Summit in March, TIO Ombudsman Cynthia Gebert said that it’s timely that the telecommunications industry considers the changing nature of hardship and vulnerability.

As part of a wide-ranging panel discussion on complexity and intersectionality, Ms Gebert said that hardship and vulnerability are often invisible, and that more must be done to provide support for consumers doing it tough.

“While some consumers are more at risk of vulnerability, a majority of us will experience some form of vulnerability in our lifetime”, she said.

“Vulnerability and hardship can take many forms. Consumers tell us that there is more that Telcos can do to support their circumstances, from the moment of purchase, to paying bills”

The Financial Counselling Victoria Summit brought people together from industry, government, civil society and affected consumers communities to consider The Changing Face of Hardship.