Communications News

ACMA sets expectations for telcos dealing with vulnerable consumers

Eliza Sayon May 24, 2022

2 min read

Telcos will now be pushed to be more proactive in identifying and dealing with customers in vulnerable circumstances thanks to a new industry Statement of Expectations that has been released today by the Australian Communications and Media Authority (ACMA).

The new Statement of Expectations covers all key aspects of customer interactions, from selling practices and customer service to the provision of financial hardship support.

The document sets out a statement of expectations for the telecommunications industry to improve outcomes for consumers in vulnerable circumstances who may experience barriers to accessing and maintaining telecommunications products and services. It does this by doing the following:

communicating to industry the importance of being able to identify and respond to consumers in vulnerable circumstances
providing information to assist industry to identify consumers in vulnerable circumstances in a way that recognises the disparate circumstances and wide-ranging reasons that can contribute to vulnerability
articulating clear outcomes for industry, so it understands the ACMA’s expectations of it in delivering services for consumers in vulnerable circumstances.

ACMA Chair Nerida O’Loughlin said the statement sends a message to the telecommunications industry that people experiencing vulnerability should be supported and not further disadvantaged.

“Many Australians will experience vulnerable circumstances in some form or another during their lifetime. The devastating effects of the COVID-19 pandemic and natural disasters such as fires and floods show just how quickly and unexpectedly people’s circumstances can change,” she said.

“It’s important that telcos have processes in place to recognise and provide appropriate customer care and service to people in these situations.”

Ms O’Loughlin also stated that telcos can always do better when it comes to dealing with vulnerable customers.

“Last year we conducted an audit that found some telcos were not training staff regularly enough to recognise or deal appropriately with vulnerable consumers,” she said.

“With the development of this statement, which was done in consultation with industry and consumer groups, telcos now have a clearer understanding of what is expected of them”.

Protecting vulnerable telco customers is one of the ACMA’s compliance priorities for 2021-22.

Eliza Sayon

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Eliza is a content producer and editor at Public Spectrum. She is an experienced writer on topics related to the government and to the public, as well as stories that uplift and improve the community.