Telco consumers who are experiencing domestic, family or sexual violence will get better support under new industry rules being established by the Australian Communications and Media Authority (ACMA).
Proposed rules intended to provide people affected by domestic, family and sexual violence with safer, more secure and more reliable telco services have been released today by the ACMA for public consultation.
Under the rules, affected people will not need to tell their story multiple times or provide extensive evidence of abuse to their telco in order to receive assistance.
Information that could lead to increased risk of violence to consumers would be suppressed, such as ensuring call records to support service numbers do not appear on customer invoices and bills.
The ACMA has developed these draft rules following discussions with consumer advocacy groups, industry and government, including those that support victim-survivors, First Nations Australians, people with a disability, regional communities and people experiencing vulnerable circumstances.
ACMA Chair Nerida O’Loughlin said the new rules will be a vital safeguard for people who have or are experiencing these traumatic circumstances.
“Having access to phone and internet services is critical for anyone attempting to leave a dangerous situation, as is remaining connected with family, friends and social support networks,” Ms O’Loughlin said.
“We have seen examples in the past where telcos have let vulnerable people down. Existing industry guidelines, which are not enforceable, are insufficient to address this problem, which is why we are putting robust and enforceable rules in place.”
The proposed rules are in the draft Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025, which has been published on the ACMA website.
The ACMA’s development of this enforceable industry Standard is in response to a direction by the Minister for Communications, the Hon Michelle Rowland MP, in December 2024.
“Tragically, ABS data shows around a third of women are affected by domestic violence. We are asking for public feedback so that we can develop comprehensive rules that provide meaningful support for customers and place effective obligations on telcos,” she said.
The ACMA has strong enforcement options for telcos who are found to have breached rules set out in Standards, such as enforceable undertakings, remedial directions and financial penalties.
Supporting telco customers experiencing domestic and family violence is one of the ACMA’s compliance priorities for 2024–25.
MR 03/2025