Communications Alliance updates domestic violence guideline for telcos
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Thursday, 04 May 2023 09:07
Communications Alliance updates domestic violence guideline for telcos
By Stephen Withers
Telecommunications industry body Communications Alliance has updated its guideline for telcos to assist support Australians affected by domestic and family violence.
The importance of telecommunications services in domestic and family violence (DFV) situations is that they play a role in supporting victims, yet can be used by perpetrators to further their abuse.
G660:2023: Assisting Consumers Affected by Domestic and Family Violence provides up-to-date, industry best-practice information to assist telcos better recognise and respond to customers impacted by DFV, Communications Alliance said.
The new edition was developed following a review involving both general and DFV specialist consumer groups, government and regulatory agencies and telcos.
It has been expanded to cover the full range of telecommunications consumers, products and services, to better recognise the different types of violence and abuse that can occur, and to cover a wider range of relationships.
G660:2023 has been restructured and amended with an eye on implementation, with a focus on plain-English information, guidance and advice for retail telco management and staff.
"Telecommunications services are a lifeline for people who are affected by DFV. The new guideline provides telcos with guidance on how to help Australians stay connected to their phone and internet services, safely manage their account, and better assist those in financial hardship as a result of DFV," said Communications Alliance committee chair Annie Leahy.
"The first version of the guideline, created in 2018, provided an excellent starting point to assist and educate telcos about the issues associated with DFV and their role in preventing abuse and assisting consumers. The practical, operational-level guidance in this revised document builds on that work, to provide clear, expanded tools to help telcos better understand and appropriately, discreetly and safely identify and assist consumers affected by DFV, within the context and constraints of other telecommunications industry legal and regulatory obligations."
Communications Alliance policy and regulation senior manager Peppi Wilson warned "It is important to understand that this guideline is aspirational; it goes beyond industry's current capabilities. It will take time for RSPs to review their current policies and practices to consider where improvements might be made, and it will take time for any identified changes to be implemented, particularly where they involve changes to IT systems."
She added "We also recognise that there are key elements of the guideline that are critical to its successful implementation and should, therefore, be mandated through the appropriate regulatory mechanisms. As such, we have already started to look at codifying key clauses from the guideline as part of the upcoming revision of the registered and enforceable Telecommunications Consumer Protections Code."
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