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It aims to ensure they can access timely support when needed most.
The Minister for Communications will direct the Australian Communications and Media Authority (ACMA) to make an enforceable industry standard to ensure appropriate support is provided to telecommunications customers experiencing domestic and family violence.
Violence against women and children is a problem of epidemic proportions in Australia. One in three women has experienced physical violence since the age of 15, and one in five has experienced sexual violence.
Telecommunication services need to be a safe, secure and reliable avenue for victim-survivors to access information, conduct critical safety planning and seek the support they need to leave a violent situation, as well as remain connected with family members, friends and important social support networks.
Communications Alliance’s May 2023 Guideline, Assisting Consumers Affected by Domestic and Family Violence, has provided practical, operational-level guidance about the policies, training, and supporting materials telcos should have in place to identify and provide support in domestic and family violence situations.
However, a voluntary guideline is unable to provide sufficient levels of consistent protections for victim-survivors and this needs to be developed into an enforceable industry standard.
“Whilst I acknowledge the best efforts of many telcos to improve their services and establish higher standards in the industry, it is clear to me that more needs to be done, and quickly,” commented Minister for Communications, the Hon Michelle Rowland MP.
“An enforceable industry standard, developed by the ACMA in consultation with industry and other stakeholders, will provide the best opportunity to deliver effective, important and necessary protections for victim-survivors of domestic and family violence.”
“Victim-survivors should not be forced to contact alleged perpetrators when making necessary changes to their telco accounts and services, provide evidence of abuse or tell their often harrowing stories multiple times,” she added.
“We also need to ensure that frontline staff are educated and supported to provide appropriate services to victim-survivors of domestic and family violence, with a clear priority to keep them connected.”
A current review of the Telecommunications Consumer Protections Code has also shown the Code to be an ineffective solution to establish necessary protections in an appropriate timeframe, and there is a need to act quickly and directly on an issue of utmost importance.
Directly regulated safeguards on domestic and family violence will address the serious issues being faced by victim-survivors in accessing support from their telcos when they need it most.
Read also: Privacy breaches and public trust: New legislation enhances cybersecurity communication
Examples of safeguards include:
The Government encourages all stakeholders to work constructively with the ACMA on the development of the Domestic and Family Violence Industry Standard to ensure that it is effective, robust and able to respond adequately to the needs of telco customers experiencing domestic and family violence.
“Family, domestic and sexual violence destroys lives and one life lost is one too many – it must end,” said Minister for Social Services, the Hon Amanda Rishworth MP.
“Since the day we were elected, our Government has made the safety of women and children experiencing family, domestic and sexual violence a national priority.”
“We’ve invested more than $3.4 billion to support efforts under the National Plan, in addition to our recent investment of $4.4 billion to prevent violence and support legal service. This change with relation to Telecommunications will add to our efforts to keep women and children safe,” she concluded.
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