Support service calls hidden to protect DV victims under new telco rules

New industry rules will ensure calls made to support services by victims of domestic, family or sexual violence are hidden on invoices and bills.

The Australian Communications and Media Authority on Tuesday announced it had established a set of proposed rules that would ensure telco services were “safer, more secure and more reliable” for those experiencing violence in the home.

Under the rules, affected people also wouldn’t need to repeat their story or provide “extensive evidence” of abuse to their telco to receive assistance.

Information that could lead to “increased risk of violence” would be suppressed from customer bills, including calls to support service numbers.

The ACMA said it had developed the “draft rules” following discussions with relevant consumer advocacy groups, industry and government.

ACMA chair Nerida O’Loughlin said the new rules would be a vital safeguard for people who have or are experiencing these “traumatic” circumstances.

“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,” she 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.”

The proposed rules are in the draft Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025.

The ACMA said it had developed the “enforceable industry standard” in response to a direction 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.”

The ACMA said it had “strong enforcement options” for telcos that breach rules set out in standards, including “enforceable undertakings, remedial directions and financial penalties”.

Domestic violence helplines