Struggling with phone and internet bills? Discover this game-changing lifeline for Australians!
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In an era where staying connected is more important than ever, the cost of phone and internet services can be a significant burden for many Australians.
However, a new set of rules is set to change that, offering a lifeline to those struggling to keep up with their bills.
Last year, an Australian Communications and Media Authority (ACMA) report revealed that in the previous 12 months, 2.4 million Australian adults had experienced financial difficulty paying or had concerns about their phone and internet bills.
In contrast, fewer than 5000 residential customers had financial hardship arrangements in place.
This stark disparity highlighted the need for more comprehensive support for Australians facing financial hardship.
In response, the ACMA has introduced a new industry standard, effective March 29, that will require telecommunications companies to do more to proactively identify customers experiencing financial hardship and prioritise keeping them connected to services.
The new code broadens the definition of financial hardship to capture a wider set of circumstances.
It also requires telcos to offer financial hardship customers a minimum of six different options of assistance.
These include payment plans and the option to extend or defer payment, providing a more flexible approach to managing bills.
In addition to these measures, the new code strengthens protections for customers facing credit management action.
It imposes more stringent requirements before a customer can be disconnected and extends the disconnection notice period from five working days to ten.
This gives customers more time to arrange their finances and seek assistance before losing their connection.
Communications Minister Michelle Rowland emphasised the importance of staying connected in today's digital age.
'In 2024, staying connected is an essential part of everyday life. It’s how Australians keep in touch with loved ones, run businesses, and engage with government,' she said.
'That’s why it’s critical telcos do all they can to keep customers connected when they are experiencing difficulties paying their bills.'
'This new industry standard will mean Australian consumers and small businesses are better supported by telcos when they need it most.'
Nerida O’Loughlin, ACMA Chair, said the new rules addressed 'a range' of identified gaps in supporting Australians.
'Telcos must do a better job at identifying those in need of payment assistance, and provide a stronger range of support options,' she said.
'Telecommunications services are essential to everyday living, and at a time when a lot of Australians are doing it tough, it’s important customers are provided with real support to keep their services connected.'
ACMA will be monitoring compliance with these new rules and has been granted strong, immediate enforcement options for telcos found to have breached the rules.
Members, what are your thoughts on these new rules? Let us know in the comments below.
However, a new set of rules is set to change that, offering a lifeline to those struggling to keep up with their bills.
Last year, an Australian Communications and Media Authority (ACMA) report revealed that in the previous 12 months, 2.4 million Australian adults had experienced financial difficulty paying or had concerns about their phone and internet bills.
In contrast, fewer than 5000 residential customers had financial hardship arrangements in place.
A new set of rules is set to relieve the burden of phone and internet bills for many Australians. Image source: stefamerpik on Freepik.
This stark disparity highlighted the need for more comprehensive support for Australians facing financial hardship.
In response, the ACMA has introduced a new industry standard, effective March 29, that will require telecommunications companies to do more to proactively identify customers experiencing financial hardship and prioritise keeping them connected to services.
The new code broadens the definition of financial hardship to capture a wider set of circumstances.
It also requires telcos to offer financial hardship customers a minimum of six different options of assistance.
These include payment plans and the option to extend or defer payment, providing a more flexible approach to managing bills.
In addition to these measures, the new code strengthens protections for customers facing credit management action.
It imposes more stringent requirements before a customer can be disconnected and extends the disconnection notice period from five working days to ten.
This gives customers more time to arrange their finances and seek assistance before losing their connection.
Communications Minister Michelle Rowland emphasised the importance of staying connected in today's digital age.
'In 2024, staying connected is an essential part of everyday life. It’s how Australians keep in touch with loved ones, run businesses, and engage with government,' she said.
'That’s why it’s critical telcos do all they can to keep customers connected when they are experiencing difficulties paying their bills.'
'This new industry standard will mean Australian consumers and small businesses are better supported by telcos when they need it most.'
Nerida O’Loughlin, ACMA Chair, said the new rules addressed 'a range' of identified gaps in supporting Australians.
'Telcos must do a better job at identifying those in need of payment assistance, and provide a stronger range of support options,' she said.
'Telecommunications services are essential to everyday living, and at a time when a lot of Australians are doing it tough, it’s important customers are provided with real support to keep their services connected.'
ACMA will be monitoring compliance with these new rules and has been granted strong, immediate enforcement options for telcos found to have breached the rules.
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