ACCAN has welcomed the proposed Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025.
In its latest submission to the Australian Communications and Media Authority (ACMA), ACCAN urged for stronger protections and more comprehensive obligations for telecommunications providers, noting that the stakes for affected individuals are far too high for half-measures.
“We thank Minister for Communications Michelle Rowland, the Department, and the ACMA for progressing the development of these protections,” said an ACCAN spokesperson.
One of ACCAN’s key recommendations is the expansion of the DFSV Standard to include credit and debt management protections. This would address the risk of financial abuse and prevent DFSV-related debt, aligning with the intent of the DFSV Direction 2024.
Privacy and security are central to the submission. ACCAN advocates for a clear obligation on Carriage Service Providers (CSPs) to take a tailored, appropriate approach to safeguarding the privacy of personal information and accounts. As public awareness grows through channels like social media and public relations campaigns, there is a clear need for providers to adapt with education, safe communication measures, and thoughtful product design.
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To support those in crisis, ACCAN recommends that CSPs offer customer support through service customisation, transparent information protection practices, and trained staff. They also stress that affected persons should not have to prove their circumstances to access assistance—a significant barrier in seeking help.
The submission calls for a shift in regulatory enforcement. It supports a more proactive compliance and reporting framework, moving away from voluntary codes towards enforceable industry standards. Additionally, it proposes mandatory consultation with DFSV experts—particularly for CSPs with over 30,000 services—ensuring these discussions are well-planned and appropriately remunerated.
Among other proposals, ACCAN wants email to be a guaranteed contact option, and for suspension or disconnection of services to be handled with utmost care to avoid endangering affected persons.
The submission emphasises the importance of notifying individuals when a privacy breach occurs, along with referrals to specialist support services. As ACCAN’s contribution makes clear, meaningful consumer protection in telecommunications must be both practical and compassionate.
