Australia Boosts Telco Protections

In a significant move to protect victims of domestic violence, the Australian Communications and Media Authority (ACMA) has introduced new industry rules demanding enhanced support from telecommunications companies. These new standards, set to be enforced from July 1, 2025, aim to offer safer and more reliable services to at-risk individuals.

Under these regulations, telecommunications companies will have to comply with enforceable obligations designed to support customers experiencing domestic, family, and sexual violence. ACMA Chair Nerida O’Loughlin emphasized the critical role of secure telco services for individuals seeking to escape harmful situations, underlining the importance of these new measures.

The rules stipulate that affected individuals will have easier access to support details offered by their telco providers. Trained staff will offer trauma-informed assistance, and customers will gain more control over their accounts, including additional security settings. Moreover, these individuals will no longer be required to engage with alleged perpetrators to resolve any telco issues.

ACMA has committed to monitoring the implementation and compliance of these regulations closely. The authority has been granted robust enforcement powers, including financial penalties for non-compliant telcos. This initiative follows a directive from the former Minister for Communications, Michelle Rowland, after the ACMA’s advisement in December 2024.

The introduction of this enforceable standard is a collaborative effort, drawing on insights from community members with lived experiences of domestic violence, as well as their advocates. It stands as a testament to ACMA’s commitment to prioritizing the safety and connectivity of vulnerable individuals.