The ACMA has today launched a consumer education campaign to raise awareness of assistance available to customers having difficulty paying their telco bills.
The campaign's theme is 'Tell your telco - they can help'.
Telecommunications is an essential service. Being connected and having access to a reliable and affordable phone and internet service has become necessary for many people to work and connect to health, education, government and financial services.
The ACMA recognises that anyone at any time can find themselves in vulnerable circumstances. It is important customers experiencing financial difficulties are able to keep their phone and internet services through tough times, for maintaining vital social connections and managing their everyday lives.
If a customer is eligible for financial hardship, a telco must provide them with options to help manage their bill payments and keep their services connected.
The new campaign will help customers understand that options are available under consumer protection rules and they should contact their telco for help should they ever find themselves in financial hardship. This could include customers who find themselves:
- unwell;
- unemployed;
- experiencing domestic or family violence;
- affected by a natural disaster; or
- unable to pay your bill for other reasons.
With the pressures caused by rising costs of living, it's more important than ever for telcos to support their customers in difficult circumstances to pay their bills and remain connected to this essential service.
The ACMA encourages people who are experiencing difficulty paying their telco bill or facing disconnection to contact their provider for assistance.
