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