Telcos given new standards to protect domestic violence victim survivors

Australians fleeing domestic violence will no longer have to contact their perpetrator to separate joint phone or internet accounts under sweeping reforms to protect women trying to restart their lives away from harm.

Australians fleeing domestic violence will no longer have to contact their perpetrator to separate joint phone or internet accounts under sweeping reforms to protect women trying to restart their lives away from harm.

Major changes being introduced by the federal government will also mean survivors of abuse will not have to provide evidence or repeatedly retell their story when seeking changes to their telco services, while companies will be required to recognise domestic and family violence as a potential cause of payment difficulties and to consider the impact of any service suspension or disconnection.

New safeguards will include requiring telcos to prioritise keeping domestic and family violence survivors connected to phone and internet services, as well as minimum staff training requirements to manage sensitive cases and avoid common issues that arise where an alleged perpetrator was the main account holder.

Any involvement of the offender in discussions with their victim would be prohibited.

Communications Minister Michelle Rowland will direct the Australian Communications and Media Authority (ACMA) to make an “enforceable industry standard” to “ensure appropriate support is provided to telecommunications customers experiencing domestic and family violence”.

Communications Minister Michelle Rowland will announce the new standards on Monday. Picture: NewsWire / Martin Ollman

Ms Rowland said victim-survivors should not be forced to contact alleged perpetrators when making necessary changes to their telco accounts and services, provide evidence of abuse or tell their “often harrowing stories” multiple times.

“We also need to ensure that frontline staff are educated and supported to provide appropriate services to victim-survivors of domestic and family violence, with a clear priority to keep them connected,” she said.

Telcos will not be able to require evidence or make women retell stories repeatedly in order to gain assistance in relation to domestic and family violence cases.

Ms Rowland said while she acknowledged the “best efforts” of many telcos to improve their services and establish higher standards in the industry, it was clear that “more needs to be done, and quickly”.

“An enforceable industry standard, developed by the ACMA in consultation with industry and other stakeholders, will provide the best opportunity to deliver effective, important and necessary protections for victim-survivors of domestic and family violence,” she said.

Social Services Minister Amanda Rishworth says the change will add to efforts to keep women and children safe. Picture: NewsWire / Martin Ollman

Social Services Minister Amanda Rishworth said family, domestic and sexual violence destroyed lives and one life lost was “one too many”.

“It must end,” she said.

Ms Rishworth said the government has made the safety of women and children experiencing family, domestic and sexual violence “a national priority”.

“We’ve invested more than $3.4 billion to support efforts under the National Plan, in addition to our recent investment of $4.4bn to prevent violence and support legal service,” she said.

“This change with relation to telecommunications will add to our efforts to keep women and children safe.”

Violence against women and children is an epidemic in Australia, with one in three women reporting having experienced physical violence since the age of 15, and one in five having experienced sexual violence.

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Originally published as Telcos given new standards to protect domestic violence victim survivors