Trigger Warning: This article discusses domestic abuse.
New protections for victims of domestic, family or sexual violence have been proposed by Australia’s Communication and Media Authority (ACMA).
It was announced on Tuesday that the new industry rules would ensure calls made to support services and helplines such as 1800RESPECT, Lifeline and emergency services would be hidden from invoices and phone bills.
The move would provide “safer, more secure and more reliable” access to the much-needed services by reducing an “increased risk of violence” as a result of the phone records being readily available.
For those experiencing violence or abuse who are seeking help from such services, the rules would also remove the need for victims to repeat their story or provide “extensive evidence” to their telco in order to receive assistance.
ACMA revealed that upon speaking with relevant consumer advocacy groups, industry and government it had developed “draft rules” proposed as part of the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025, which is also still in a draft phase.
“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,” ACMA chair Nerida O’Loughlin said.
“We have seen examples in the past where telcos have let vulnerable people down.
“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.”
According to ACMA, the new rules were born from a directive by Minister for Communications Michelle Rowland in December last year.
“Tragically, ABS data shows around a third of women are affected by domestic violence,” Ms Rowland said.
“We are asking for public feedback so that we can develop comprehensive rules that provide meaningful support for customers and place effective obligations on telcos.”
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