Proposed new rules to protect telco consumers experiencing DFV

We want to establish clear and consistent protections for telecommunications consumers who are, or may be, experiencing DFV, to improve the support they receive from their CSP.

Our draft Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (DFSV Standard) requires carriage service providers (CSPs) to:

• prioritise safety
• develop, comply with and regularly review systems, policies, procedures and training that are trauma-informed, meet minimum requirements and consider the needs of groups that are, or may be, disproportionately affected by DFV and where relevant, sexual violence
• take tailored and appropriate approaches to privacy, security, support and assistance
• promote information about where relevant consumers can seek assistance
• undertake consultation and collaboration with relevant groups including DFV support services and organisations
• incorporate safety by design principles into existing and proposed systems, processes and products to reduce risks to DFV consumers
• limit the disclosure of information on invoices and bills that may contribute to safety risks.

We recognise that DFV is complex. Protections and approaches that assist one consumer might harm another. The consultation paper highlights key issues and explores how best to balance the relevant factors.