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Peak telecommunications industry body, Communications Alliance, has today released updated guidance that aims to better equip telcos to support providers helping customers affected by domestic and family violence (DFV). The updated guideline Assisting Consumers Affected by Domestic and Family Violence focuses on how telcos identify abuse and support victim-survivors. It provides practical, operational-level guidance about the policies, training, and supporting materials telcos should have in place to identify DFV and provide appropriate support to consumers affected by it.
The resources include case studies on possible presentations of DFV cases, information on how telcos can manage DFV matters against the backdrop of other industry legal and regulatory obligations, and best-practice recommendations on policies, tools and processes to help DFV victims, and educate, train and support staff.
The revised Guideline updates the original version published by Communications Alliance in 2018, and draws on feedback from an industry review launched in 2020.
Violence against women and children is a problem of epidemic proportions in Australia. One in 3 women has experienced physical violence since the age of 15, and one in 5 has experienced sexual violence.
Communications minister Michelle Rowland acknowledged how telecommunications networks are often misused to perpetuate the problem of domestic and family violence in Australia.
“We know telecommunications networks are misused all too often by perpetrators to carry out their abuse,” Rowland said.
“This updated industry Guideline will assist staff who answer customers’ calls every day to recognise what is often hidden in plain sight, and empower them with a framework to safely and effectively assist victims the best they can,” Rowland said.
Meanwhile, social services minister Amanda Rishworth said Telcos need to be aware of how their platforms are misused and should train their staff to deal with these issues appropriately.
“All staff who are assisting customers experiencing family, domestic or sexual violence, regardless of whether it is taking place in the physical or online environment, need to be equipped with appropriate training to respond appropriately and effectively. This updated industry guideline will help providers with improved and compassionate responses that have victim-survivors at the centre,” RIshworth said.
