Stronger protections a positive step for telco consumers experiencing family violence

The Telecommunications Industry Ombudsman (TIO) welcomes the Government’s Direction to the Australian Communications and Media Authority (ACMA) to strengthen protections for telecommunications customers experiencing domestic and family violence.

This important reform will ensure family violence victim survivors are protected in their dealings with their telco. For the telcos, an enforceable industry standard will give them certainty about the appropriate way to help customers experiencing family violence.

Quotes attributable to Ombudsman Cynthia Gebert:

“This announcement is a really positive step. We see complaints where telcos do not recognise the key signs that a consumer is affected by family violence. We also see complaints where telcos insist a consumer experiencing family violence contact or communicate with the perpetrator of family violence as a way to deal with a phone or internet problem. Neither of these outcomes are good enough.

“Having uniform and mandatory protections across the telco sector means people experiencing family violence will get the help they need, irrespective of who their telco is.

“This reform means the telco sector can fully participate in meaningful change to fulfil its role in preventing and reducing the impact of family violence.”

ENDS

Media contact

TIO Media Team on 0437 548 540 or email.