New proposal pushes telcos to establish 'safer, more secure' support services

Disclaimer: This article tackles sensitive topics such as domestic abuse. Reader discretion is advised.

Telecommunication services across Australia have seen several changes over the years.

From simple call and text services to data plans to keep everyone connected online, telcos have played an integral role in society.

In a significant move to bolster their customers' safety and privacy, the Australian Communications and Media Authority (ACMA) introduced new rules that could transform the way telecommunications companies handle sensitive information.


Victims of domestic, family, and sexual violence had to navigate a precarious tightrope as they balanced the need for support while keeping these attempts under wraps from their abusers.

Calling a support service could leave a trail on phone bills and invoices.

This evidence could potentially escalate an already distressing situation and could put victims in greater danger.


compressed-pexels-anonymous caller.jpeg
Victims should be able to call domestic support services like LifeLine without anxiety. Image Credit: Pexels/Jep Gambardella


The ACMA's announcement on Tuesday heralded the establishment of proposed rules designed to make telco services 'safer, more secure and more reliable' for those experiencing violence at home.

According to ACMA's new industry rules, calls made to support services should be hidden from bills and invoices.

This level of anonymity could provide a much-needed layer of protection to victims.


This initiative was developed after intensive discussions with consumer advocacy groups, industry stakeholders, and government representatives.

These rules believed that victims should not have to repeatedly relive their trauma or provide 'extensive evidence' of abuse to receive assistance.

The proposed rules are part of the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 draft.

ACMA Chairperson Nerida O'Loughlin emphasised the importance of these new rules.

'Having access to phone and internet services is critical for anyone attempting to leave a dangerous situation, as is remaining connected with family, friends and social support networks,' Ms O'Loughlin stated.

'Existing industry guidelines, which are not enforceable, are insufficient to address this problem, which is why we are putting robust and enforceable rules in place.'

'We have seen examples in the past where telcos have let vulnerable people down,' Ms O'Loughlin added.


The new, enforceable industry standard was developed in response to a directive from Minister for Communications Michelle Rowland last December.

According to the Australian Bureau of Statistics (ABS), around one-third of women are affected by domestic violence.

With the ABS data in mind, it's clear that telcos need comprehensive rules that provide meaningful support to subscribers.

The ACMA is not just introducing rules; they are also backing these new rules up with 'strong enforcement options' for non-compliant telcos.

These reinforcements included enforceable undertakings, remedial directions, and financial penalties.

As we await the finalisation of these rules, the ACMA is open to public feedback to ensure that these new standards are as comprehensive and effective as possible.

This change is a call to action for all of us to contribute to a safer society for victims of domestic, family, and sexual violence.
Key Takeaways

  • The Australian Communications and Media Authority (ACMA) has introduced new rules to protect victims of domestic, family, and sexual violence.
  • These rules should ensure that calls to support services are not listed on phone bills to maintain privacy and safety.
  • The new rules are part of the new Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 draft.
  • The ACMA has the authority to enforce these rules, including issuing financial penalties to telcos that fail to comply with the new rules.
What do you think of ACMA's newest rules? Can these measures effectively aid Aussies in need of intervention? Please share your thoughts on these new rules in the comments section below.
 

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Just be happy to have service first, Optus up to their usual customer support service, nothing at Forrest Beach for 10 or 14 days now, do they care..." Oh I am very sorry about that let me fix that for you" is the response when you drive to town and ring them!!
 
Just be happy to have service first, Optus up to their usual customer support service, nothing at Forrest Beach for 10 or 14 days now, do they care..." Oh I am very sorry about that let me fix that for you" is the response when you drive to town and ring them!!
I had a problem with Optus some years ago - had to go outside my house, wander around the yard to get even a 2-bar signal. Confronted them in person at a store & was told “oh there must be something blocking your signal”. Other than no signal tower anywhere near my place I just could not get a decent signal, changed to Telstra and, even though only 1 or 2 bar signal inside my home, I still get good sound etc inside, and I have had no trouble since. I am on a seniors special plan suggested by a Telstra employee. Started @ $125 for 6 months but has increased to $185 now after many years. May sound costly to some but I am happy with the service and don’t have to repeatedly pay monthly.
 

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