Meeting the needs of consumers impacted by family violence
09th Dec 2020
Summary
Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe are some of the challenges facing telcos when resolving phone and internet problems.
“Meeting the needs of consumers impacted by family violence”, a report by the Telecommunications Industry Ombudsman, provides the findings of a systemic investigation.
The investigation found the needs of consumers experiencing family violence were not always met by the telcos’ standard systems and processes. The report details how the unauthorised disclosure of personal information can have dangerous consequences. It also reveals the impact of how an inflexible approach to providing the right financial help can contribute to financial hardship.