The Albanese Government has established a mandatory telco industry standard to further protect Australians impacted by domestic and family violence.
The Domestic, Family and Sexual Violence (DFSV) Industry Standard will ensure victim-survivors receive better support from their telco provider and remove barriers faced when seeking help.
Delivered by the Australian Communications and Media Authority, the new industry standard will require telco providers to stand up and act to keep victim-survivors safe, including:
- reversing disconnection, suspension and restriction of services when a domestic and family violence safety risk is raised by a customer;
- only contacting people using agreed methods; and hiding sensitive information - like calls to 1800RESPECT - from appearing on bills;
- making sure staff are appropriately trained to recognise and support victim-survivors;
- ensuring victim-survivors will never be asked to engage with the alleged perpetrator to resolve their telco issues;
- preventing victim-survivors from being re-traumatised by not having to repeat their story multiple times or provide extensive evidence of abuse; and
- giving customers a greater say in managing the security and privacy of their accounts.
The first tranche of the rules will become mandatory from 1 July 2025.
The new industry standard was developed following a consultation process, including public consultation and engagement with the domestic and family violence sector, telecommunications industry and consumer stakeholders.
Quotes attributable to Minister for Communications, Anika Wells:
"Victim-survivors shouldn't have to worry about being forced to engage with their abusers to resolve telco issues.
"At the Albanese Government's request, ACMA has delivered an enforceable industry standard that robustly responds to the immediate needs of telco customers.
"This is an important step in ensuring victim-survivors receive better support from their telco provider and have access to safe and reliable communications."
Quotes attributable to Assistant Minister for Social Services, Ged Kearney:
"The safety of people experiencing family, domestic and sexual violence is a top priority of this Government.
"The Albanese Government has invested over $4 billion in women's safety since the launch of the National Plan in 2022, demonstrating the ongoing focus and serious commitment to ending violence against women and children.
"This new industry standard is a powerful step forward in our mission to keep people safe from violence."
