Stronger telco protections targeting those experiencing domestic and family violence real progress
Consumer Action Law Centre Acting Director of Policy and Campaigns Luke Lovell said the new protections for telco customers experiencing domestic and family violence (DFV) announced today by Minister for Communications, Michelle Rowland, show real progress, as they will provide support to victim-survivors and their families when most in need.
“Thank you, Minister Rowland, this is a step forward and will make a big difference to the lives of people, many in desperate circumstances, who call us when their telco has failed them,” Mr Lovell said.
“I am glad the Albanese Government has listened to the calls from consumer and community organisations from across the country to step in and introduce fit for purpose laws in areas where the industry is falling short in the protections it offers for this essential service.
“For too long our organisations have been hearing harrowing stories from people when their telcos have failed to provide the appropriate assistance and support when they are in very vulnerable circumstances, including circumstances of domestic and family violence,” he said.
Some of the issues that have often come up on our frontlines include telcos forcing victim- survivors to come in store or engage in 3-way calls with violent perpetrators to make account changes (even when they have been advised of police protection orders in place) or telcos repeated denial of customer’s hardship requests, even when advised of the circumstances of domestic and family violence.
“We are also still seeing egregious cases of mis-selling, with telcos allowing sales to proceed where perpetrators have coerced victim-survivors into signing up for multiple unaffordable telco products. Victim-survivors receive no benefit from these at all but are left with the bill, followed by threats of restrictions when they can’t afford to pay,” Mr Lovell said.
“Customers in these circumstances cannot afford to be cut-off when a phone is literally a lifeline and essential for their safety.
“We look forward to working with the Government, the Australian Communications and Media Authority (ACMA) and industry to ensure that the standard is strong and workable, and that consumers experiencing domestic and family violence finally get the support they need.”
ENDS
Media contact: Mark Pearce, Media and Communications Adviser, 0413 299 567, media@consumeraction.org.au
